When marketers look to 2018, they can anticipate that the context of conversational artificial intelligence will increase consumer acceptance.
In fact, in a recent survey, nine out of ten people said that they prefer to communicate directly with brand owners.
This year, Apple, Facebook, Google and Amazon all started to pay attention to information and dialogue with customers.
In 2018, the four companies will make conversational AI the main portal for communicating with customers.
Both consumers and brand marketers will see growth in the following areas:
Chat robots have higher technical requirements
Words like "chat bots," "artificial intelligence," and "machine learning" are undoubtedly hot topics in the moment.
For a brand, embracing emerging trends and breakthrough technologies, such as chat bots, is essential, but innovative strategies that constantly break through are also imperative.
As pointed out in a recent Forester report, "The honeymoon period of business and AI, the time when naive AI is a panacea has come to an end."
"In 2018, more brands will invest in more difficult work, using chatbots as a new channel to acquire new customers and provide consumers with a personalized experience throughout the process."
Chat bots will be designed to distinguish and lock customers during the entire conversation, which will bring more business than a non-personalized chat bot.
Facebook Messenger Messenger chat plugin will continue to lead
In November 2017, Facebook Messenger launched CustomerChat, a plug-in that allows companies to use Facebook Messenger conversations on their websites.
With the launch of this plug-in, brands can make more use of their websites and attract new customers on this growing free platform.
The Facebook Messenger customer chat plug-in is an opportunity for marketers because when people close the site, they can still browse through the mobile phone to chat with brand owners or continue chatting.
At the time of the initial launch of 2008, Messenger was an unremarkable chat feature, but it quickly grew to be an end-to-end communications platform, with 1.3 billion users.
The integration of the current website and mobile terminal has paved the way for the development of Messenger. Facebook Messenger will continue to maintain its current superior position and become a leading enterprise chat platform.
Apple Releases New BusinessChat Features
At a recent global developer conference, Apple Corp. had previously made its progress in the field of business chat.
Apple believes that business chat is "a powerful new way for companies to contact customers directly from internal messages."
As Apple has done on its developer website, “business chat†connects businesses with customers and can answer questions, schedule meetings, pay with ApplePay, and more.
Apple users will be able to use the messaging application to send messages after seeing Siri, Maps, Safari, and Spotlight calls.
This new core functionality that connects customers and business more closely is derived from Facebook Messenger.
But these chat features are not chat bots. The intention of Apple is to promote human interaction through chat.
Adding customer service features in iMessage will increase people’s time to stay within Apple’s business, which is more frequent than visiting a brand website or opening a Messenger robot.
Instagram Chat Robot?
There are also many opportunities outside Facebook Messenger, Apple Business Chat, Google Assistant, and Alexa.
In 2018, it will be wise to post the new feature "InstagramMessaging" on Instagram.
The continued growth of Instagram users and the continuous introduction of new features have made video and video sharing networks the hottest areas.
By adding chat bots, Instagram allows brands to move from appreciation to commercialization, consumer services and increased consumer engagement.
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