In the past two years, the development and adoption of chatbots, artificial intelligence, and machine learning have made great progress. Many startups are using artificial intelligence and chat bots to help consumers get fun and creative brand interactions on mobile devices. For example, Domino's chat bot allows customers to order pizza through Facebook Messenger, and London Fashion Week's Burberry chat bot helps customers order the products they show in fashion shows. Interest in this area and the amount of venture capital invested in chat robots and artificial intelligence is increasing. The following are the top eight forecasts made by foreign media in the next two years.
1. More chat bots will come out and help us solve real-world problems. Often, early chat bots seem to be more inclined to look for problems than to provide customer-centric solutions. As the hype of chat bots cools down and the technology becomes more mature, the company gets more feedback from customers, and the problems that chat machines can solve will become more significant and become more valuable. For example, The Edit of ReplyYes is dedicated to making music lovers more comfortable searching for music. Using progressive information, short keywords, and machine-based vinyl record management, The Edit provides customers with a personalized experience to help them find their favorite music.
2. Interactive design is very important. At first glance, messaging systems like chat bots don't seem to require interaction design. It's just a two-way conversation between a user and a smart agent, just like texting with a family member. But in fact, it's not. The interaction design of a chat bot is just as important as the interaction design of a website or application. The flexibility and fluency of the session interface requires flexible design paradigms and workflows to create an intuitive experience for the user. The interaction design of the dialogue interface will become a design discipline.
3. Artificial intelligence will improve, but it will not replace human intelligence. The human language is very detailed and complex. When companies are working to solve problems related to artificial intelligence and chat bots, the way human intelligence and chat bots work with behind-the-scenes humans will be the key to success. Chat mode with chat robots in an infinite loop is a terrible and frustrating customer experience, and it is not advisable to pretend that "behind the scenes" does not exist. In the foreseeable future, from the perspective of real dialogue, the machine is bound to win no humanity. Therefore, the way of human-computer cooperation, that is, combining human operations and algorithms, will produce the best experience.
4. Vertical solutions are the best opportunity for startups to create value for their customers. To be honest, it's really hard to build smart apps that understand and interact with humans in real time. For applications such as Alexa, Cortana, Google Now, and Siri, although users can ask them for any inquiries, it is more difficult to achieve the above issues. By limiting the scope of conversations, startups will be able to create a high-quality and constantly improving chat bot by leveraging off-the-shelf natural language processing (NLP) and customized machine learning technologies to deliver a delightful automation experience.
5. The robot cannot replace the application. Some experts agree with the rise of smart agents like chat applications and believe that applications, especially those on mobile devices, will gradually decline. This is nonsense. In some cases, native apps can provide rich, interactive, and immersive experiences, and in some cases, lightweight two-way interactions with chat bots will be more convenient, faster, and more enjoyable.
6. Millennials will direct this trend to information commerce. For millennials and younger people, messaging is the primary way they interact with the world. Communication with friends, family, etc. is a new way for this generation to discover new products and content. The millennial generation has as many as 80 million people, and the annual purchasing power is 200 billion US dollars. Early adopters saw "conversational business" as a new field, not a buzzword.
7. SMS will continue to serve as the main message interface for chat bots. Although Facebook Messenger, Snapchat and WeChat have accumulated a large number of users, simple and plain text messages are still an effective channel for the development of chat bots. SMS is an open platform, and no social platform can replace it now or in the future. In addition, SMS can run on every mobile phone in any region, whether it is a smartphone or a regular mobile phone. As long as people have mobile phones and need non-voice communication, text messages can work. This creates a fertile and open space for chat robots. .
8. Facebook and Snapchat will try to emulate the functionality and success of WeChat. The US social information platform is still in its infancy in terms of services and features for enterprise users and individual users. WeChat now accounts for one-third of China's e-commerce market. In the next 18 to 24 months, companies such as Facebook and Snapchat will invest heavily in features and user experiences, which will help the product to make a major shift to the communications interface between digital business and general business.
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