Software Engineering Insights

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.

Just like a watch, which is powered by numerous gears working together to show time, such is the success behind an eCommerce platform. Various vital services such as customer care, payments, tech support, logistics, marketing, etc. working simultaneously in sync builds up to the success of that eCommerce platform. 

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.

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 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

25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, according to Gartner.