Kore.ai in Gartner 2018 Market Guide for Conversational Platforms
Global enterprises are increasingly leveraging conversational platforms to build applications that can be deployed across web, mobile, social and IVR interfaces to enhance the user experience, automate tasks and process information. These solutions are fueling a new wave of innovation with their ability to chat through text, or even talk using voice, with applications, services, and brands.
By 2021, Gartner estimates that 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017.
Gartner, in its report (Market Guide for Conversational Platforms), explains how conversational chatbot platforms offer tools and frameworks for developers to build conversational user interfaces, chatbots and virtual assistants for a variety of use cases. Such platforms combine natural language processing, speech recognition, and dialog technologies, with a middleware that provides for analytics, maintenance, and operation of chatbots/assistants, as well as the orchestration of multiple chatbots.
The conversational chatbots built can be deployed at any customer touchpoints; native mobile app, website or FB messenger handle.
What are Conversational Chatbots?
Conversational Chatbot for business has emerged as the smartest way for businesses to engage with their customers. Conversational chatbots work as personal assistants for the customers, providing them with relevant information based on their profile and purchase history.
Benefits of Using Conversational Platforms:
- Enable businesses to be cost-effective
- Offers a user-friendly customer experience
- Support the customers with their queries and route them towards a live agent depending on the behavior and emotions of the customer
That’s why conversational platforms are becoming crucial differentiators: they help businesses to be available 24*7 across different messaging platforms.
Conversational platforms are getting smarter with the time and businesses should consider implementing them to improve their customer experiences.
To know more about the advantages of the conversational platform for your business, Request a Demo.