Digitization is transforming our society and chatbots are playing an important role in this mobility-driven transformation. Industries like banking, e-commerce, retails, and many more are using chatbots to stay connected with their customers. Chatbots are a great way to be present and solve queries of your customers in the absence of a real human. This way now, businesses can stay in touch with their customers even after their business working hours. This is one of the main reasons why chatbot development services are so high in demand.
According to the leading sources, more than 50% of the organizations will spend more on customized chatbots development rather than the traditional development of mobile applications by the year 2022. Considering all these into account, it is no real shocker that the global chatbot market has experienced a 24% annual growth rate and is expected to reach $1.25 billion by the year 2025.
What are Chatbots?
You must have probably interacted with chatbots at some point in your life either while booking a cab ride or ordering a coffee from a nearby café. Most of the websites and mobile apps have chatbots embedded with them, so they must have helped you in some way or the other.
A chatbot is Artificial Intelligence-powered software that can chat with a user, just like humans, via messaging applications, websites, mobile apps, or through the telephone. Chatbots are highly capable of answering questions, performing actions, and make recommendations according to the user’s needs.
Chatbots solutions are already being used by a number of businesses. These digital assistants understand human language and are being used in a myriad of ways, in every industry vertical.
Types of Chatbots
These kinds of chatbots are designed to handle simple queries, which do not require too many variables. The responses of these chatbots are highly structured and scripted. Using pre-defined instructions, NLP, and very little Machine Learning, they generate automated but conversational responses. These types of chatbots are highly used, especially in banking and financial institutions.
Data-driven and predictive chatbots
Also known as intelligent chatbots, they can do more like human conversations. Using Artificial Intelligence, these chatbots are self-sufficient to answer on their own. Along with monitoring data and intent, they can initiate conversations. These are the chatbots of the new generation, with enhanced features and commands.
6 Ways Chatbots Are Being Used
Businesses are using chatbots in a myriad of ways, however here are some top services for which consumers are highly using chatbot services.
- 37% for a quicker response
- 5% to file complaints
- 35% to find a nearby service
- 29% suggestions for purchase
- 33% to pay bills
- 34% to make reservations
Since organizations are exploring new emerging technologies to integrate with chatbot solutions and make them smarter, they may find new ways to use chatbots, maybe some we did not expect. Now that we know in detail about chatbots and their types, let’s discuss their limitations and some of the development challenges.
Chatbot Development Challenges You Cannot Ignore
Chatbots are one of the strongest and most cost-efficient mediums, for businesses, to engage with multiple users. They are known to offer humanlike and personalized services to a large number of users at the same time and are certainly the most preferred way to connect with your users.
However, there are times when chatbots have not met the expectation and have turned out as failures. As chatbot development is still in its infancy, there are a few challenges, which need to be controlled, in order to implement a stronger messaging strategy for the future.
- Cold user experience
- Lacks engagement
- Lacks user experience
- Chatbot security
- No clear scope
- Multiple language support
- Weak memory
Let us see these challenges in detail:
Challenge 1: Offering Cold User Experiences
The major drawback of these chatbots is their conversational flow. At times, the conversation with a chatbot may feel like a script and a bit robotic. Chatbot conversations lack personalization. To understand the customer’s query, a business first needs to empathize with it. But this factor is lacking while chatting with a bot. At times users do not feel that they are being heard, as chatbots are always giving a system generated reply.
However, many web development solutions have overcome this aspect using the following tips:
- Using a human voice instead of the robotic one would make the visitor feel more familiar comparatively.
- Use of Using emojis, it makes the conversation more interesting.
- Using simple language, so that a layman would understand every bit of it.
- Injecting humor, so that even if the resolution is not in favor of the consumer, he will go back with a smile,
- Slow down and do not shower the consumer with endless questions.
- Also, preparing the chatbot for an unanswerable question with a polite answer would enhance the customer experience quite effectively. For example, ‘Sorry, I could not understand you in this context.’ or, ‘I’ll try my best to answer you next time.
Challenge 2: Lacks Engagement
Chatbots are designed to follow defined scripts and at times, it is not able to respond to the commands outside the programmed sequence. This results in a repetitive and annoying situation. Also, not always, chatbots are engaging, and hence people lose interest when there is no response or delayed response, from the other side. Hence, the bot that quickly identifies and resolves the issues are considered the better one instead of the one which asks a plethora of questions before looking into the issue and results in a waste of time. Using the knowledge of AI software development, a chatbot developer can easily overcome this challenge.
For bots to get better, they need to be programmed with the ability to learn from the conversations they’re having with users. Initially, chatbots may face some difficulties, due to lack of information for the first time but as time goes by, chatbots must be evolved to have engaging conversations with users. Hence, the business needs to start making experiments in technology to improve the experience incrementally.
Challenge 3: Lacks User Attention
It’s quite challenging to develop a chatbot that can hold the user’s attention till the end. Due to a busy and hectic lifestyle, everyone wants to get their query resolved immediately, without answering too many questions. In some cases, however, a machine wouldn’t always render the same empathy that a human could and this is when a human replacement thing gets attention. Chatbots are not good at paying attention to every detail of what the user is asking for. Even the most intelligent chatbots aren’t totally self-learning. However, it is good for the sake of human society that it has not developed or commissioned a machine yet or any chatbot that is completely self-reliant. They should always require humans to supervise their learning. Here is where conversational UI plays its role.
Challenge 4: No Clear Scope
A chatbot needs a clear scope of the topic to get ready for the answers of the user. If the chatbot is being used at a broader level or for several topics, it may face some difficulties to provide a satisfactory answer. Hence, a clear scope is required for a user-friendly experience.
Also, there are times when what a user is trying to explain but a chatbot is unable to understand, resulting in high dissatisfaction. Hence, businesses need to improve technology from time to time and keep their chatbot solutions updated. Businesses may also hire dedicated development team for the development of customized chatbot solutions, per their business requirements.
Also, machine learning embedded chatbot solutions would work even better as they would keep on learning and helping the developers to update in a smarter way.
There exists a concept of natural language processing or Neuro-linguistic programming with which, if the chatbot is programmed, then it can interpret, recognize, as well as understand the queries made by any user for the upcoming users. All this is a part of Machine learning and Artificial intelligence combined together, and it can be improved with the help of adept AI and ML developers.
Machine learning and natural language processing are required to have the model set prior to its development.
Challenge 5: – Chatbot Security
Users still do not trust chatbots easily, chatbots may sometimes look like spam, and users try to avoid interacting with them. It is always advisable for businesses using chatbots to be transparent with their user, as there are times when users may take these bots as real humans, and this is one of the main reasons for users to lose their trust in the company.
Also, businesses must focus on the security features of their chatbot solutions besides other aspects like features. Additionally, you need to make sure that the chatbot is secure so that no one can get access to your chats.
Solution to Chatbot Security
- To keep the user information secure, the chatbot development could be done using the ‘HTTP’ protocol.
- Beta-test all the chatbot functionality before making it live in order to implement precautionary measures if required.
- Also, as the chatbot-advancement is kept on growing with time, it is essential to test its features regularly and add required security measures to it.
Challenge 6: – Multiple Language Support
Chatbots are highly rigid on the ways it perceives the data and what they deliver. The data, in the case of chatbots, is in the form of Natural Language Processing (NLP). NLP is a combination of Computer Science and Linguistics, which tries to make sense of the text, in a way that it can be easily understood. Hence, it is necessary to be certain while selecting the NLP for fixation.
From generative to retrieval-based models, a chatbot development company weighs all models in order to create an intelligent and interactive solution for your business. However, there are some limitations to NLP that it has some difficulties in not only adapting to different languages but also, different dialects and colloquial terms. This is where chatbot developers need to push their way and work on resolving this issue as soon as possible. There are many chatbot development platforms available for developing smart and intelligent chatbots that can overcome this problem.
Challenge 7: Memory
The major drawback of chatbots is their lack of human memory. Developers and software development companies should come up with an improved memory for chatbots to provide better support and a more human connection. Chatbots should be designed in such a way that they can retain the previous conversation and other details. This will not only refrain these bots from asking the same questions again and again but will also help in increasing the engagement rate.
The key to the evolution of any chatbot is its integration with context and meaningful responses. It becomes challenging for companies to build, develop, and maintain the memory of bots that offer personalized responses. They need to ensure that these virtual assistants are not interacting in the same predefined old model.
If professional IT services are involved and there is a strong feeling of trust between the project owner and the team, every above-mentioned challenge can be resolved. Customer service chatbots are a white-hot topic these days. These chatbots are so effective that there are chances that almost 45% of customer service operations are expected to use it by the end of 2022.
In fact, why to wait for future stats, the most commonly used social media platform” Facebook” itself has over 500,000 chatbots on Facebook Messenger alone. One can replace human representatives with chatbots so that users can interact with whether through the website, mobile application, or even popular messaging apps and can expand the business to reach globally and provide service 24 hours, 7 days a week. Also, according to HubSpot, “47% of consumers are open to buying items by the mode of the chatbot.” It is clear, in the near future, chatbots can offer businesses a new way to support their clients.
With the help of A3logics, you can develop chatbots within a few minutes only with the desired features using the open stack chatbot developing tools and technologies. A SaaS-based chatbot development software would save your time, and provide with just single code base for all. Make sure you get in contact with the IT consultation services that A3logics provide and get your business an intelligent chatbot solution for better customer interaction.