The way we communicate is changing, especially for businesses. Many companies are now using social media to interact and talk directly with their customers, and the rise of Artificial Intelligence (AI) and chatbots is only helping this. In 2011 Gartner predicted that by 2020 85% of interactions with a business won’t involve humans!
Chatbots and AI are going to continue to dominate social media for businesses, as the technology, and intelligence, of these bots increases so will their uses.
I want to have a look at how chatbots are already being used in social media marketing and what this might mean for businesses.
Since Facebook launched its messenger chatbot feature fashion brands have been offering personalised shopping to customers via the app. By asking a series of questions the AI learns what the customer is interested in and can offer recommendations based on their answers.
The next step from recommendations is allowing customers to purchase products via the bot. Dominos are a really good example of this, customers can order their pizza via a messenger app that a bot is behind. By following a system of questions, the customer can customise and order quickly, allowing for a better customer experience.
Customer support on social media is continuing to grow, in 2013 67% of consumers were using social media to contact companies for support, now we’re in 2017 that number will have only got bigger.
The previous 2 examples use systematic bots that follow a set rule of questions, when using bots for customer support the AI behind it plays a bigger part. As the bots continue to learn they can start to interact with the customer as a human would, adapting to the consumer behaviour and eventually have the ability to deal with many, if not most, enquiries.
AI and chatbots are going to become pivotal to businesses wanting to lead the way in social media marketing. As consumers social media and digital use continues to rise, effective, quick customer service, with the help of AI, can really benefit many companies.
I’m excited to see how far this can go and what other uses companies can find for AI and chatbots in social media. Surely, the number of companies using them is only going to rise!
Does you company already use chatbots? How effective have you found them to be? I’d love to hear your experiences in the comments below
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The blog was originally published on LinkedIn. To read the original article click here