Chatbots Will Appeal to Modern Workers

Chatbots are on the rise thanks to their ability to mimic conversations and offer instant, digital connections.

This article has been updated from the original, published on June 9, 2017 to reflect new events, conditions or research.

Chatbots continue to be a hot topic among media, end users and vendor communities. This is no surprise as chatbots — which use artificial intelligence (AI) to mimic human conversations — are expected to become widespread within the next two to three years.

“By 2020, over 50% of medium to large enterprises will have deployed product chatbots,” said Van Baker, research vice president at Gartner, while at the Gartner Application Architecture, Development & Integration Summit, held March 12-13 in Mumbai.

Thanks to their ability to use natural-language processing to map a spoken or written input to an intent, chatbots are rapidly entering the workplace. This is great news for organizations with large populations of millennials.

Chatbots suit the types of workflow behavior characteristic of millennials, who are used to — and demand — instant, digital connections that keep them up to date at all times. It is natural that their work preferences would mirror those of their personal lives.

“The tools and software being used today need to simulate this behavioral trend and supplement faster, better and more efficient collaboration in the workplace,” says Baker.

Chatbots are able to do so because of the efficiency and ease with which workers can interact with bots in natural language.

“Chatbots are time-saving and easy to interact with, as they use natural language processing, reduce error rates associated with humans, and improve customer engagement,” Baker explains (see figure below). “It’s also apparent that the availability of multiple open-source bot frameworks will lead to a proliferation of readily available chatbots for use by businesses.”

SWG_Enterprise_Chatbots_infographic_1_v1d

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