5 Chatbot Trends for 2020 and Beyond

5 Chatbot Trends for 2020 and Beyond

In the past decade, businesses have diversified so much. So many changes have taken place, from a multi-generational workforce to the diverse methods we use to communicate with one another.

Artificial Intelligence (AI) has restructured the way businesses communicate – both internally and with customers. Some of the most common uses for chatbots include customer service, customer engagement, messaging apps and Human Resources.

As chatbot trends and markets continue to evolve, businesses need to adapt their approach when engaging with customers.

One huge change will be in terms of Artificial Intelligence, which will become a mainstream customer experience investment in the coming years. According to a study by Gartner, 47% of organisations will use chatbots for customer care, and 40% will deploy Virtual Assistants.

Chatbots can only get better and more advanced. Here we outline some major chatbot trends to expect in 2020, and describe how they can take your business to the next level!

1.     More Humanized Chatbots

By 2024, the international chatbots market is expected to be worth more than $1.3 billion. If this is the case, we can expect chatbots to become extremely intelligent, becoming the driving force of business communications.

Yes, there are a number of challenges we need to deal with, including misunderstanding requests, executing inaccurate commands and misinterpreting accents. However, with the help of machine learning, AI and Natural Language Learning, chatbots will become even more advanced.

2.     Use of AI Contact Centres

Chatbots are already playing a huge role in contact centers and have the ability to save businesses a great deal of time and money. From changing passwords to scheduling appointments, bots can handle many requests without the need for human intervention.

3.     Messaging Platforms as a Growth Driver for Chatbots

Conversational commerce encourages customers to shop online via chatbots, and is a very convenient way for customers to stay connected with businesses. Throughout 2020 and beyond, we can expect to see more and more businesses adopting messaging platforms to boost customer engagement and strengthen customer loyalty.

If messaging platforms have chatbot capabilities, then businesses can drive marketing engagement, increase brand awareness, improve customer support and automate sales.

4.     Chatbots will Automate Payments

Chatbots are dramatically changing the way businesses interact with customers. From managing campaigns for lead generation to automating payments, research from Chatbot Magazine found that 67% of US millennials are likely to purchase products and services from brands using a chatbot.  

5.     Bots will Streamline Internal Workflows

Apart from handling customer requests, chatbots will also be able to streamline internal workflows for businesses. From answering basic HR-related questions to initiating the employee onboarding process, there’s plenty that chatbots will be able to achieve, delivering immense value as a result.


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