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.
Human care and technology play a key role in the Healthcare Industry. While technology can’t replace the human touch and emotions, which is the soul of this industry, it can surely help in eliminating the limitations of human capabilities.
“We see our customers as invited guests to the party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos, CEO of Amazon
Face recognization is one of the widely adopted use cases of Artificial Intelligence (AI). From mobile biometrics to social media apps, face and image recognization are used for enhanced user experience.
25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, according to Gartner.
In the post-app era, chatbots are taking over the traditional mobile apps with their ability to mimic conversations and offer instant, digital connections. In fact, Gartner predicts that by 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development.
Chatbots have revolutionized the way customers interact with businesses. According to HubSpot, “47% of consumers are open to buying items through a chatbot”. Thus, majority of organisations have joined the race of augmenting or building these virtual agents on their websites.
Chatbots are renewing the way businesses interact with customers. By offering instant, on-demand assistance, chatbots are fostering engagement between brands and their customers.