Some predictions for conversational AI in 2019.

Artificial Intelligence has already proven to be able to change our lives in a better way by making things much easier for us. Businesses have taken notice and are constantly trying to leverage the latest technologies not only to increase their performance but also to stay competitive.


Every business has a customer and practically every customer has a choice and in 100% of situations, they tend to choose what's easier for them. So when it comes to deciding about a company offering some service or a product, the one demanding fewer efforts from the customers will appear more tempting for them.


Being there for the customer when the time's right is one of the most important key factors leading to the deal with a client.


And here where conversational AI comes into play offering a 24/7 presence and readiness to serve.


Chatbots – the most widespread form of Conversation AI, has widely been utilized by businesses, especially in customer support segment. And while the past few years have been all about chatbot experimentation, in 2019 the experimental stage is predicted to be over. Instead, it will be more about strategy as to when and where to use chatbots to help customers.


Another big trend that we will be likely to see in 2019 is that companies won't just use chatbots – they will be creating virtual assistants with a face and personality to match the company's brand to carry on more engaging conversations with customers.


Together with their own face and personality more and more conversational, AI will be obtaining their unique voice thus we can expect more speech recognition and synthesis in 2019. In fact, according to eMarketer 66.6 million Americans are projected to be using this technology by 2019 and many companies won't probably want to lag behind with this AI trend.


Wider adoption of conversational AI systems will mean better customer analytics and insights for businesses. Such systems are capable of collecting data and performing its accurate analysis with minimum errors, unlike human agents.


Jumping on some of these trends can help businesses stay ahead of the curve as we progress into 2019 and even take advantage of the trends in 2020 as well.

January 21, 2019

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