You log into your favorite online shopping app to resolve a problem with your order. There is an option to chat with a representative. You click on it and it connects you with an agent. After a merry chat, you are satisfied with the answers to your queries and you sign off. It is very likely that you just chatted with a chatbot – one that mimicked a human to such a degree that you had no inkling.
Bots are automated, connected pieces of software that can execute a command and produce output based on the input received. They are revolutionizing how customers interact with businesses and marketers are increasingly using them, to automate repeatable business functions and provide better customer experience.
Advancements in Artificial Intelligence (AI), the underpinning technology, is enabling bots to handle increasingly complex tasks. What does this mean for marketers? You could have a marketing dream team of bots that works 24x7, tracks leads, offers suggestions to customers, resolves their issues, delivers personalized experiences, and deepens customer engagement in the process.
Considering bots are the next wave in marketing, we deep dive into bot technology this week, and offer some insights on how you can include them in your marketing mix.