{"id":25374,"date":"2022-11-14T15:45:09","date_gmt":"2022-11-14T14:45:09","guid":{"rendered":"https:\/\/pat.eu\/?p=25374"},"modified":"2022-12-29T15:47:56","modified_gmt":"2022-12-29T14:47:56","slug":"chatbot-trends-conversations-as-a-competitive-advantage","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2022\/chatbot-trends-conversations-as-a-competitive-advantage\/","title":{"rendered":"Chatbot trends: conversations as a competitive advantage"},"content":{"rendered":"
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Index<\/p>\n

1. Top 5 Chatbot Trends
\n<\/a>2. The value of the conversation
\n<\/a>3. The design of the conversation
\n<\/a>4. Conversation management with Pat's framework<\/a><\/p>\n

What are the main chatbot trends? What do businesses need to know right now about conversational AI<\/a>, virtual assistants and bots? Why is the conversation with your users becoming a real distinctive element compared to your competitors?<\/p>\n

In this article we will give some ideas to understand what the new trends for Chatbots will be and we will report the main key points that emerged during the \"European Chatbot and Conversational AI Summit\".<\/p>\n

We will also see how strategic an effective conversation between customers and bots is for the company.<\/p>\n

In this webinar<\/a> we have provided specific and clear instructions<\/strong> to start a Chatbot project in just a few steps.<\/p>\n

Top 5 Chatbot trends<\/h2>\n

For several years now, we have been talking about Chatbots<\/strong>. These technologies are becoming increasingly important for the development and support of companies, with the aim of providing excellent service to customers<\/strong>, improving interactions and optimizing the Customer Experience<\/strong>.<\/p>\n

Availability, response speed, increased interactions<\/strong>, personalization<\/strong> and proactivity<\/strong> are the most immediate and evident advantages in the use of Chatbots.<\/p>\n

According to IDC's White Paper \"Digital Customer Experience: Leveraging Conversations to Drive Innovation and Differentiation in the Enterprise<\/em>\", to date 82% of companies<\/strong> globally tend to leverage conversational customer engagement to support customer service.<\/p>\n

Also according to the same research, 35% of organizations<\/strong> plan to escalate assistance from the Chatbot to a human operator, in case the customer needs advanced support.<\/p>\n

Despite the experience acquired so far, Virtual Assistants<\/strong> are still evolving, companies are technologically perfecting and AI technology<\/strong> projects applied to the conversational context<\/strong> are improving.<\/p>\n

Chatbots, therefore, are a constantly growing technology, which takes advantage of the continuous evolutions of digitization<\/strong> on a daily basis. What is the \u201cfuture of chatbots\u201d?<\/p>\n

Below we will report the 5 main trends<\/strong> to follow, which emerged in the most recent \"European Chatbot and Conversational AI Summit<\/a>\", to enhance and improve the quality of the service offered by a Chatbot.<\/p>\n

1.<\/strong> A user-friendly chatbot is the brainchild of several teams<\/strong>
\nCreating successful conversations<\/strong> between bots and customers requires collaborative<\/strong>, cross-disciplinary<\/strong> work<\/strong> across multiple business teams: from technology departments to creative conversation design departments to corporate business.
\nPutting together the different information and skills generates an optimal result for the creation of a high quality and easy to use Bot.<\/p>\n

2. More intuitive and more conversational chatbots<\/strong>
\nChatbots must differ from FAQ-style answers: the conversation that a Chatbot should propose must take on a conversational value<\/strong>, proposing a series of questions and answers. This approach will lead the customer to be more engaged and involved, increasing trust in the Bot.<\/p>\n

3. The Chatbot must have its own personality<\/strong>
\nA Chatbot that provides answers in a standard tone is not pleasantly received by customers. For this reason, the trend today is to design charismatic Chatbots, with positive personalities<\/strong>, an aspect that leads to improving interactions<\/strong> by making them more engaging<\/strong>. Depending on the company business and the reference sector, Chatbots can be configured with different \"tones of voice\", to optimize the conversation<\/strong>.<\/p>\n

4. The Chatbot responds effectively based on quality data<\/strong>
\nOne of the most common assumptions is that a Chatbot \"works better\" if it has a lot of information. In fact, it is much more valuable to provide the right data<\/strong>, instead of collecting a lot of it that is not used correctly or that can slow down the Bot.<\/p>\n

5.Voice or chat? Not all conversations are the same<\/strong>
\nText and voice are intrinsically different ways of interacting, responding to different support and Customer Service<\/strong> needs. When adopting a Bot, the company concerned should analyze the most suitable channel<\/strong> for its users to provide a tool suited to expectations.<\/p>\n

Download this ebook<\/a> and find out how to choose the ideal Bot for your business, between voice bots and Chatbots.<\/strong><\/p>\n

The value of the conversation<\/h2>\n

The 5 Chatbot trends listed above clearly show how much the conversation<\/strong> with your customers is a strategic<\/strong> and competitive<\/strong> element.<\/p>\n

In fact, every single point listed highlights how a \"good conversation<\/strong>\" between virtual assistant and customer can take place by exploiting quality data<\/strong>, proposing personalization<\/strong> in the dialogue<\/strong> and knowing one's interlocutors.<\/p>\n

There are several advantages that an effective conversation can bring to companies that have adopted a Bot:<\/p>\n

1. Learn almost in real-time<\/strong> what customer expectations are, whether we are meeting them or not;
\n2. Always respond to needs and requests for information: the presence of assistance that is always available<\/strong> (even if virtual) is received positively and is equivalent to increasing trust in the brand<\/strong>;
\n3. Optimize services, personalizing communications<\/strong> and the proposition of products\/services.<\/p>\n

For more insights into the topic of \u201cCustomer Service Chatbots\u201d and what benefits are generated, read this article<\/a>.<\/strong><\/p>\n

The design of the conversation<\/h2>\n

As we have described, conversations with your customers are extremely strategic<\/strong> for companies.<\/p>\n

However, one of the most common mistakes that companies can make when starting a Chatbot project is to see it only as an IT project. However, these projects, dealing with conversations, are more complex and must involve cross-company teams<\/strong>.<\/p>\n

To this end, we talk about Conversational Design<\/strong>: a discipline at the base of communications between humans and Bots which aims to design the best experience of interaction<\/strong> and virtual conversation<\/strong> between users and a brand.<\/p>\n

According to Cathy Pearl<\/em>, design manager for Google Assistant:<\/p>\n

conversational design creates experiences that teach computers to interact like humans<\/em><\/p><\/blockquote>\n

The conversation design aims to make the interaction between humans<\/strong> and bots as natural and smooth as possible.<\/p>\n

This \"design\" of the conversation is applicable to all virtual agents in use at any company: by exploiting this technique, the performance of Chatbots<\/strong>, voice assistants<\/strong>, Virtual Assistants<\/strong> and conversational agents will be much better. This is because, despite the need to quickly provide the user with the right answer, the latter is more attracted by a constructive<\/strong> and personal dialogue<\/strong> than by the essential, albeit precise, answer of a Bot.<\/p>\n

The benefits of conversation design:
\n1. Greater satisfaction<\/strong>: an engaging conversation creates a positive experience<\/strong> between a customer and the brand. Conversation design can add that level of attention<\/strong> and personalization<\/strong> to your virtual assistant conversations<\/strong> and improve Customer Engagement<\/strong>.
\n2. Increased loyalty<\/strong>: Positive brand interactions<\/strong> keep customers coming back. The better the conversation design<\/strong>, the better the chances that customers, after experiencing a rich<\/strong> and satisfying conversation<\/strong>, will return to your digital channels.
\n3. More conversions<\/strong>: Engaged customers<\/strong> tend to buy and spend more. If conversations are well designed, customers will respond positively to the interaction<\/strong>.<\/p>\n

Conversation management with Pat's framework<\/h3>\n

Following market trends and thanks to twenty years of experience<\/strong> in the Virtual Assistance<\/strong>, Artificial Intelligence<\/strong> and Chatbot<\/strong> fields, Pat is able to guide companies in building a multi-channel interaction<\/strong> path<\/strong> with their corporate interlocutors.<\/p>\n

In addition to technology, which allows you to model<\/strong> and design interactions<\/strong> through a flow designer, Pat offers a design<\/strong> and consultancy<\/strong> approach<\/strong>, starting from a standard delivery plan, which aims to adapt the multi-channel conversation process to the corporate business.<\/p>\n

Together with our consultants, we will set up an interaction design model<\/strong>: the starting and ending point of the conversation and the different paths users can take to get there.<\/p>\n

We will establish a precise scope<\/strong> and clear objectives<\/strong>, punctually answering questions such as: who will use the Bot? What will he answer? In which language should you answer? Is there an escalation on the human operator?<\/p>\n

These are just some of the design aspects that allow us to guarantee optimal results for our customers<\/strong>.<\/p>\n

For example, the Zucchetti company, thanks to the semantic engine and AI technology<\/strong> processes, \"HR Virtual Assistant<\/strong>\" is able to support users in 10 different thematic areas. Furthermore, it manages to respond to more than 80% of user<\/strong> requests via Chatbot.<\/p>\n

Learn more by reading the Case Study<\/a>, or request a demo.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

Index 1. Top 5 Chatbot Trends 2. The value of the conversation 3. The design of the conversation 4. Conversation management with Pat’s framework What are the main chatbot trends? What do businesses need to know right now about conversational AI, virtual assistants and bots? Why is the conversation with your users becoming a real […]<\/p>\n","protected":false},"author":798165,"featured_media":24786,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[130],"tags":[445,448,461],"yoast_head":"\nChatbot trends: conversations as a competitive advantage - Pat<\/title>\n<meta name=\"description\" content=\"Availability, response speed, customization and proactivity are the most immediate advantages in using Chatbots.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pat.eu\/en\/2022\/chatbot-trends-conversations-as-a-competitive-advantage\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Chatbot trends: conversations as a competitive advantage\" \/>\n<meta property=\"og:description\" content=\"Availability, response speed, customization and proactivity are the most immediate advantages in using Chatbots.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/pat.eu\/en\/2022\/chatbot-trends-conversations-as-a-competitive-advantage\/\" \/>\n<meta property=\"og:site_name\" content=\"Pat\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/patsrl\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-11-14T14:45:09+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-12-29T14:47:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/11\/Trend-Chatbot.png\" \/>\n\t<meta property=\"og:image:width\" content=\"640\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Stefania Bosa\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Chatbot trends: conversations as a competitive advantage\" \/>\n<meta name=\"twitter:description\" content=\"Availability, response speed, customization and proactivity are the most immediate advantages in using Chatbots.\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/11\/Trend-Chatbot.png\" \/>\n<meta name=\"twitter:creator\" content=\"@patgroup\" \/>\n<meta name=\"twitter:site\" content=\"@patgroup\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Stefania Bosa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/chatbot-trends-conversations-as-a-competitive-advantage\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/chatbot-trends-conversations-as-a-competitive-advantage\/\"},\"author\":{\"name\":\"Stefania Bosa\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/person\/b0a6da693a086aee4f5284507b023e13\"},\"headline\":\"Chatbot trends: conversations as a competitive advantage\",\"datePublished\":\"2022-11-14T14:45:09+00:00\",\"dateModified\":\"2022-12-29T14:47:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/chatbot-trends-conversations-as-a-competitive-advantage\/\"},\"wordCount\":1350,\"publisher\":{\"@id\":\"https:\/\/pat.eu\/en\/#organization\"},\"keywords\":[\"Chatbot\",\"Customer Service\",\"Intelligenza Artificiale\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/chatbot-trends-conversations-as-a-competitive-advantage\/\",\"url\":\"https:\/\/pat.eu\/en\/2022\/chatbot-trends-conversations-as-a-competitive-advantage\/\",\"name\":\"Chatbot trends: conversations as a competitive advantage - 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Through CX Studio<\/a>, an interaction framework<\/strong> based on Artificial Intelligence<\/strong>, which guides in the definition of digital processes, it is possible to design specific Customer Journeys<\/strong> aimed at optimizing the conversational experience<\/strong> for customers.<\/p>\n