Software Development Insights - Learn, Develop, Grow

Whatsapp is the most popular messaging platforms with 1.6 billion active users on a monthly basis. Extending its real-time communication services to the next level, Whatsapp is enabling businesses to have seamless, secure interaction with customers. 

The IT Operations team capture, analyze, and act upon large volumes of data. To prevent, identify, and resolve the high-severity outages associated with this data, businesses these days are turning to Artificial Intelligence for IT Operations (AIOps). 

Online shoppers who view demo videos are 2x more likely to purchase a product. Videos are certainly one of the most sellable contents online and marketers are making the most of it. 

Chatbots have been the most followed trend. These mini software programs that mimic human conversation are appreciated for sorting a number of tasks for businesses and as well as their customers. That is why it is predicted that by 2020, 25% of the customer service operations will be managed by virtual customer assistants, such as chatbots.

Behind the success of every eCommerce platform is a complex network of diverse services- customer care, payments, tech support, logistics, marketing, etc. With millions of eCommerce portals existing out there, only a few manage to set themselves apart. These are the platform that continues to improve its sale and customer experience.

According to Deloitte, “RPA continues to meet and exceed expectations across multiple dimensions including improved compliance (92%), improved quality/accuracy (90%), improved productivity (86%) and cost reduction (59%).” RPA is being used in many ways across multiple business sectors such as banking, retail, transportation, government and so on. RPA has advanced considerably in the last couple of years and is expected to manage customer-oriented processes along with internal processes, in the coming years.

According to Gartner, “The Robotic Process Automation software market will grow by 41% year over year to 2020”. The big tech companies like Google, Amazon, Apple and Microsoft are investing heavily into machine learning and RPA. Thus, for the last couple of years, robotic process automation has been deployed extensively across many industries such as retail, utilities, finance, government etc. Despite of this growth, RPA is still shrouded with many myths around its potential and working. But before busting these myths, let’s first understand-

Hospitality industry relies heavily on the front line service delivery staff. And that’s why it is more prone to human errors. A small mistake in placing a zero in the customer’s bill, miscommunication in noting down the customer preferences, etc. can lead to loss of money as well as customer satisfaction.  

By 2019, 20% of brands will abandon their mobile apps and invest to build a presence in customer messaging apps, such as Facebook Messenger and WeChat, to reach customers where they spend a high percentage of their time. - Predicts Gartner

As more customers engage in digital channels, businesses are implementing chatbots or virtual customer assistants (VCAs) for handling customer requests on websites, mobile apps, consumer messaging apps, and social networks.