Chatbots are handy marketing tools since they allow the user to configure messages and perform actions to serve the public when a personalized service cannot be offered. The problem is that they are not always well set. Many times, the user ends up struggling to return a defective product and ends up confused and upset because he does not receive personal attention or gets stuck.

In 2020 the improvements in Artificial Intelligence will mean a revival of chatbots.

As the study of The State of Chatbots carried out by the Consumer Contact Week Digital publication shows, only 9% of customers believe that a chatbot can better respond to serious inquiries. More than 80% of users prefer to make voice calls for these cases.

Many companies have found an easy way out of all customer service issues in chatbots. However, due to configuration problems, many companies have realized that chatbots are not the solution to all problems. The idea of ​​an instant messenger chatbot that was the solution to everything is practically dead. However, the technology used does not die. In fact, chatbots have only been reborn.

Chatbots structures are evolving thanks to advances in cloud technology, Artificial Intelligence and voice technologies. In this way, the next robots will become a valuable omnichannel tool. The driving force of this new generation will be the convergence of written and spoken functionalities.

The evolution of chatbots goes through NLP (Natural Language Processing), a branch of Artificial Intelligence. With this technology as a basis, chatbots will become sophisticated tools, capable of guiding buyers thanks to advanced data analysis. In practice, this will mean that customers with more complex queries can be transferred to a human agent and, those with more straightforward questions, can save time using a chatbot.

With the implementation of NLP technology, when the agent responds to a client, he will know exactly what his problem is since the call will have been categorized. Queries will be resolved more quickly and accurately, as the agent will be better prepared and will not have to waste time searching for answers in real-time during the call.

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