Empower - 21 Web Design Trends - Flipbook - Page 69
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Chatbots, a feature that has been popular for a few years, have evolved and transformed into humanlike beings. As artificial intelligence
and machine learning continue to get more sophisticated, chatbots are becoming the norm for customer service requests and “personal
shopping.” Based on the nature of a customer request and on-file data about that customer, the chatbot can carry on an intelligent and
relevant conversation with all the overtones of a human-to-human dialogue. Not only can the chatbot solve the customer’s problem, it
can engage in cross-sells and upsells that are likely to interest said customer, in a cost-effective way. For example, if a customer visits a
website, looking for phone support and the chatbot knows he has an available free phone upgrade, it will inform him about the upgrade.
Done properly, this should lead to a positive experience and save the business the customer support cost associated with talking to a
live person.
As artificial
intelligence
and machine learning
continue to get more
sophisticated, chatbots
are becoming the norm for
customer service requests
and “personal
shopping.”
Ref. TheeDigital, Top Web Design Trends for 2021, 2021
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