As per the HubSpot research report, 56% of people would rather chat than call customer service and 53% of people are more likely to shop with businesses they can chat with.
Chat is the new email and as I’m sure, most people have noticed over the last few years messaging and chat applications have come to the fore. Most millennials or people who are slightly older tend to use chat rather than email.
One of the reasons why chat or messaging has become so prevalent is this that it’s a natural form of communication. If you’re using it from a mobile application, it works seamlessly from a mobile platform. The other thing is that you know messaging and chat has come a long way. We are a generation grownup in the heels of SMS messages, AOL Messenger and now WhatsApp. We are accustomed to the conversational UI that the previous generations.
Surprisingly, Baby Boomers (age 55+) are more likely to expect benefits from chatbots than Millennials (age 18–34). 83% of online shoppers need support during shopping. 71% of people use chatbots to solve their problem fast, a HubSpot research report indicates.
Messaging is probably one of the most popular forms of communication for our generation and before it. Chatbot are virtual assistants for communicating via messaging or chat. On the surface, they are yet another program, which communicates to a user through messaging or a chat interface. However, they don’t really issue commands. They give you a response you talk to it as you would a normal person. Chatbots target a particular use-case, provide a particular service, or focus on answering particular types of questions.
Isabella wants to use a chatbot to order some new business cards to reflect a new role in her organization. The type of conversation she might have is fairly free-form. She’s not issuing commands. She’s typing in what she wants to do so her interaction is in the blue and because she’s interacting with a chat bot which has context, it knows who she is and what she wants to do to an extent it can provide smart suggestions.
The suggestions make the whole interaction a lot simpler, slicker than it would be if you’re going to an application which you’ve never used before.
Chatbot can ask things like you know I notice that your role has changed in the HCM system would you like to use your new role in your new business cards. It gives the opportunity to reply yes or no. Moreover, it also previews a card with Isabella’s new role.
Then it would nicely ask, “do you want me to place the order now I’ve modified the business card for you” and “do you want me to place the order and send them to you. If she answers affirmatively, it gives her the opportunity to say where she wants the business cards to be sent.
Did you notice? The chatbot made the whole process quick, simple and easy. To order business cards, she did not have to log in to any specific applications, learn how to use any particular applications and could converse with it in natural language.
What you’re trying to get away with chatbot is the traditional user interface. You’d see with applications you issue commands, which are very mechanical. Chatbots make the experience of electronic commerce a more natural experience and with that, they bring some other concerns.
There’s no such thing as a free lunch. You make it easier to use but then you introduce other things when you’re dealing with an application, which are screens, gestures, menu, etc.
On the other hand, when you introduce a chat bot you actually feel like you’re talking to someone. You feel like they have a personality there. Other things come into play, for instance, you know you have to think about the customer sentiment. Certain tasks may not be suitable for a chatbot. if you have a chat bot to support customer support desk of your ecommerce business, it will have to handle complaints, which will make you think how the customer are going to react and how should the bot should respond appropriately.
There are all sorts of different things you need to start thinking about and you might want to give your chatbot a personality. Many ecommerce brands give their chatbots names. In a sense, they’re trying to make them appear like an actual person. The usual practice with chatbots is to be very upfront with users: you’re talking to a machine, not a person.
However, inevitably people start to think the actual even though they know it’s an actual machine they’re talking to. They tend to assume that they are talking to a person but you can do clever things.
If you’ve got some context about the person you’re communicating with, you can fashion the style of conversation accordingly and build a personality around the chatbot. If they are younger, maybe they will be more formal. If they’re older maybe the type of conversation you’re having requires a different type of personality.
Among the things that has led to the rise of chatbots and increased interest in them is the increased interest in artificial intelligence as well as providing a simple user interface to have a conversation to achieve typical ecommerce tasks like payment and adding shipping address.
The improvements or the greater availability of toolkits and services around artificial intelligence have helped develop very simple messaging application to make them much more sophisticated and two areas of artificial intelligence which played a big role in this are natural language processing and machine learning .
The two areas of artificial intelligence: Machine Learning and Natural Languages Processing allow to break apart the conversation or the questions that a person is asking to find out which pieces of that text are important and to determine what their intent is. Chatbots allow you to have that conversation with them because you can deduce—what they’re saying, what they actually want you to, what you want to do, what information they seek from you.
Of course, chatbots are great and can actually be fun talking to rather than just typing in and clicking on menus, etc.
There are times when no matter how good the artificial intelligence, which sits behind a chatbot is, chatbots are going run out of answers. The questions become more ad hoc, complicated or the chat bot starts to ask things, which the chatbot was never designed to deal with and at that point you need to really hand off to a real person.
That process of actually interacting with someone via chat and then handing over to a real person, to a real service representative, to deal with customer’s questions needs to be as seamless as possible.
You need to pass the context on so that the person doesn’t have to go and ask the customer what they wanted, again. They have to go through the whole rigmarole of explaining their problem.
The speaker orders Google Assistant to book him a hair-cutting appointment. Google Assistant places a call to a nearby salon. The reception picks the call. Google Assistant talked its way out with the receptionist and in a very human manner asked it to book an appointment, which she obediently did. All this happened during Google’s annual keynote event I/O 2018 in the front of thousands of people and the speaker was none another than Google’s CEO Sundar Pichai. This was the first time in the history of humankind we witnessed an active conversation with a human and machine. To Google’s perfection, it didn’t feel like one. Google Assistant passed Turing Test with flying colors because the receptionist had no idea she’s was talking to a robot.
AI, or Artificial Intelligence, gives abilities to machines we thought only living beings are capable of. With intelligence, machines can self-train themselves to learn new thing very much like humans do by seeing, listening, talking, and observing others.
Today’s portable devices such as smartphones and tablets sport more sensors than any other computing device. They not only can see and hear. They can catch variation in temperatures, tell orientation with the ground, and even calculate real-time speed and humidity of the device. But sensors alone aren’t enough for AI.
AI capabilities need insane amount of processing power. One such capability is Natural language understanding (NLU). Another one is intelligent routing in content delivery network. There is a reason these battery-operated devices are always connected to the internet and draw high on cloud computing.
AI in Mobile App Development and NLU
A mobile app is nothing but an assemblage of services borrowed from various service providers by means of APIs packed inside a native software package. Third party APIs give capabilities to applications to fetch weather information, status of a stock, make payment at an ecommerce websites, etc. on a user’s requests.
In a similar way, AI capabilities can be added with third party APIs to an app, particularly Natural language understanding (NLU). There are many such APIs available to enable this functionality in your app. For mobile devices running on Android and iOS, Actions for the Google Assistant and SiriKit are the most popular.
With close integration of Siri and Google Assistant with iOS and Android, they are the perfect candidates to bring AI capabilities in our everyday apps.
App Integration: Intent, Action, Fulfillment
With AI becoming an integral of the app ecosystem, future user interaction will revolve around three things:
If you want to order a cup of coffee from your phone, you have to open the coffee-ordering app, select the coffee you want, add toppings, and make payment. Too long a process? This is the way we do things now with our smartphones.
With AI integration such as SiriKit, every of your mobile interactions will revolve around three things: intent, action, fulfillment. The user just has to clear his intent.The phone will take care of the rest. It will interact with the necessary apps, make payment, and even share your location. Gone are the days, when you have to install tens of hundreds of app on your phone.
So when you have to order a burger, fries, and book a cab, just tell your phone and it’ll take care of the rest. You’ll soon receive your food and ride.
Delivering Personalized Experience with AI
A user can express his intent to a smartphone in two ways: text and speech. However, there is more to AI than just giving users’ intent a direction. What about personalized experience? The purpose of apps is to provide a personalized experience to each user. Let’s take an example; you use maps in the morning to check traffic status and Facebook before going to bed. As an AI program can train itself with the data available, it will get better with time. It will get better at predicting your behavior. The OS will suggest different apps at different point of time. In the morning, it will suggest maps, and during bedtime, Facebook.
Suggesting apps is one thing delivering personalized experience is another. To understand, how important is AI to app experience. How it will shape the future of mobile app development. Let me give you an example:
James uses his favorite food delivery app to order lunch every day. Every day 30 minutes before the lunchtime, he picks his phone, opens the food delivery app and chooses a restaurant and an item on it menu, pays for it and wait for the food to get delivered. This takes every day 10 minutes of his time.
Another app comes in the market. It’s very similar to the one James has on in his phone; expect this one is integrated with an AI engine. Think of it a future version of Siri. James tired of doing the same thing every time he has to order his lunch,gave this new app a try.
It looked the same for the first ten days, except a few cosmetic changes. However, the app learned James’s too many preferences in those 10 days: James have chicken on Saturdays and salad on Mondays. He tries burger and pizza on Wednesday and Tuesdays. On Friday, he often orders fish and chips. He orders fish and chips from Johnny’s Diner, pizza from PizzaHut and Burger from White Castle.
It was Wednesday and an hour before his lunch he receives a system notification generated by the AI system: “Order Pizza from Pizza Hut?” A similar notification pops up, “50% discount on American Style Pizza at Pizza Hut. “James clicks the other notification and soon an American pizza was on his way.
This is the kind of personal experience we want to receive from the apps we use.
AI will reshape the way we interact with apps. Time will come when platforms like Google Assistant and Siri will replace the OS to become the center of a user’s phone experience. The AI engine inside them will deliver the whole flow from action to fulfillment upon a user’s ‘intent’. The AI engine will interact with the apps, system, server, payment gateways, etc.
In a near future, when you are lying on your bed, the phone in your pocket will check if you’re well or not by monitoring your vital health statistics. If you’re ill, it will take a doctor’s appointment, share your medical info with the doctor, call a cab on the day of appointment, note down your prescription, order medicines … Welcome to the future.
“A year spent in Artificial Intelligence is enough to make one believe in God – Alan Perlis”
Internet has evolved a lot since its birth and it has made the web development evolve as well – website building was a very easy process that involved nothing more than pages of standard texts with few pictures and font variation. Fast forward a decade; society was gifted with standard web connections which enabled website to develop on HTML and PHP, included graphics and animated design elements. Fast forward another two decades – today with the advancement of technologies, web development consist of mix of images and audio visual content designed to deliver the best user-experience rather than just information.
As per the recent news, humanoid robot Sophia has been made a citizen of Saudi Arabia. Was that something ever expected? Additionally, Gartner predicts, “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human”.
So, here the question arises, with whom will they interact? The answer is quite simple – via Artificial Intelligence (AI); i.e. simulation of human intelligence processes by machines that includes learning, reasoning and self-correction. For instance: Siri, Cortana, Chat-bots, self-driving cars etc are delivering optimal user-experience with the help of AI.
Today, as web-development focuses on enhancing user-experience; small, medium as well as large enterprises are looking forward to leverage the power of Artificial Intelligence for providing personalization and boost their web-experience.
Why it is important?
Let’s check-out how Artificial Intelligence is changing the scenario of web-development:
A predictive reply is the process of interaction between user and machines. Machine fails to understand the human’s emotion but Artificial Intelligence can understand the same and responds accordingly. This helps in getting quick answers, making it easy for the customers and business to resolve their queries. Recently, Google updated the Gmail app with an AI-driven “Smart Reply” feature that predicts responses you may want to send. The feature uses machine learning algorithm to analyze your emails and suggest quick, bite-sized responses you may want to send. What it does is, it tries to understand the email message and predicts what preferable responses you can give. Chatbots powered by AI, interacts with the user in a natural way leaving no scope of misunderstanding and enriching user-experience. To be precise, you can create websites or web-enabled devices that can communicate like a human in an effective manner.
Voice-based search empowered with Artificial Intelligence is the key-driver in enabling seamless voice conversation between users and website. Siri, Cortana, Alexa can do virtually anything from assisting you to set the alarms, schedule meetings, controlling and checking the status of smart-home devices, make and receive phone calls, get directions etc. As the user interacts with the virtual assistant, they can learn about your voice, intent, preferences and much more as the AI backend code uses the sophisticated algorithm to learn from the data input; predicting the user’s need in a better way. And by doing this, it learns how to work with you better as well as serve you in an enhanced way. Virtual assistance can be an integral part for all e-commerce web players to enhance web-experience and shopping in a smarter way. Digital Assistance also maintains privacy policies, which defines how each company uses and share personal information.
Machine learning technology – the element of Artificial Intelligence has come along a broader way to provide customization in websites and personalization to the users. It predicts the user’s intention by analyzing previous activities and accordingly adjusts messages based on the interactions and behaviors. Machine learning make use of algorithms to make computers learn without being explicitly programmed. Through machine learning the application analyze data that helps to automate the analytical model building, enabling the systems to find hidden insights. It applies complex mathematical calculations to the big data – over and over, faster and faster to predict the future problem and preventing them from occurring.
Some popular scenarios of machine learning used in web application are:-
-Online recommendation offers from Amazon, eBay etc
-Spam detection in form submissions
It is easily said ‘Trigger the right message to the right buyer’, but doing it is altogether a different challenge. In this digital era, which is the best way to present the relevant content to every person who engages with your brand? The precise answer is, through Artificial Intelligence. It helps the web-marketers to create the relevant content for their audience at every phase of marketing funnel. With the help of algorithms, robust analysis and scrutinizing the data of competitors, it is easier to gather information about target audience which includes what their likes and preferences. With such insights, you can curate your content and provide relevant answers to boost customer engagement and rank high on conversions.
Retailers use Artificial Intelligence to analyze the customer data in order to gain insights about customer’s behavior. It provides the personalized approach to each customer by offering shopping recommendations, deals, discounts and much more. Chat-bots, an extremely multi-faceted tool, is able to detect the tone of the user’s message and determines the best way of responding. AI enables online retailers to boost sales and forecast demand, to gain a better understanding of consumer behavior.
Wrapping it up
Artificial Intelligence is an advanced and decisive technology which adds value to the user experience and organizations. In the coming years, AI will play a crucial role in bringing the web and user close to each other.
Do you want to enhance the user experience of your webs application? Get in touch with us and we will get back to you with the most robust solution.
Since past few years, the web development has become omnipresent – From reading newspaper, every morning to shopping and banking, it has become integral part of our lives as its presence can be felt everywhere. To utilize this wide range of opportunities, web developers need to pace up with the ever changing technologies. They must harness new frameworks, techniques and tools to enhance their ability of developing more engaging and robust websites. This makes it even more crucial for the developers to keep themselves updated of the latest trends of web development in order to create and deliver engaging websites that keeps user’s attention for significant amount of time.
Below are the top players that will change the technology landscape in the near future:
Artificial Intelligence (AI)
Artificial Intelligence is always the first word that comes to the mind, when anyone talks about future of technology. Majority of AI development have been intended to make consumer processes easier and simpler. Artificial Intelligence becomes more reality as machines learn from errors and hits to act more effectively, apply logical rules to reach conclusion, recognize patterns and can infer their reasoning from day to day.
Machine learning is one of key criteria for the website developers as Microsoft, Google, Apple and other tech giants continues to evolve the software as a solutions. For instance SIRI – she goes so far beyond voice recognition, her development was based on Pentagon AI project. The importance of AI is explained by the fact that, it enables devices to act independently without manpower and this leads to increased efficiency, accuracy and overall better user experience.
Virtual Reality (VR)
Virtual Reality is the future prospect of internet with which users have already started feeling in virtual environment by using computer hardware and software. VR has been primarily associated with gaming and this industry is using this trend comprehensively in web development process. The visual displays used in virtual reality enables the users to immerse in the virtual world and stop the sensory impressions coming from the real world. More websites are exploring Grand Canyon without getting out of your chair.
Google and Mozilla are making efforts to integrate API into website. With the increasing technology standards, more and more apps are expected to emerge based on VR technologies ranging from news coverage to virtual real estate tours. The Oculus Rift and Vive is about to bring new and interesting possibilities to the world of gaming.
Internet of Things (IoT)
As per the research, the IoT web development market is forecasted to grow by 31.72% (CAGR) till 2023. The internet of things (IoT) is a movement where non-internet-connected objects are given network connectivity in order to send and receive data. This enables the devices e.g.: entire house to collect data via sensors and share it with applications on remote computers. This data can be used to perk up products and marketing strategies, monitor for performance or malfunctions or track the status.
Most of these devices and apps can also work via smart phones to control features or view data. Using apps on our smart phones, we can remotely turn on heating equipments; switch on the light bulbs etc. before getting into home. Because of this, web developers are likely to develop the applications that use, analyze and display the device in order to communicate with the IoT devices.
Static Website Generators
Static websites are captivating over from dynamic websites for providing online content. Bloggers are seeking for new web development trend that ensures low costs and enhanced speed, performance and security. Static Website Generator is significantly becoming the part of web developer’s toolkit. This creates websites from the plain text, usually stored in files and not in databases. This reduces website loading time, offers better security and make deployment of content and template much easier.
Some of the popular website generators are Jekyll, Middleman, Roots and Hugo. Many developers are considering this as a significant driver to watch out in the coming months. The main downside is that they do not have room for user content or real-time content like comments, which have become a must in today’s world. But, with APIs and Content Delivery Networks flattering more on the web and making use of templates as well as content easy; many developers are confident that this area is one of the latest web development trends to watch in 2017.
This is yet another trend that has come forth. One key area is Material Design – this outlines how an app should perform and look on wireless device. When it comes to web development, it provides guidance on patterns, components and usability. It has become a leading visual philosophy that will come in handy for developers in the coming year particularly when layered interfaces are involved.
People look for engaging and compelling ways to get the information quickly. This will likely draw a rise in the use of videos and other storytelling visuals. Bolder and larger typography are likely to become more prevalent. Apparently usability of design will have an enormous impact on how people view and interact with various interfaces.
The web being a fascinating place, nothing stands tranquil for too long as information constantly modifies. Whether it’s through figure, shade decision or usefulness, the future is a year of hybrids, where realism and technology collapse to make a steady browsing experience. Let’s modernize your website with the latest web development and design trends as per the coming trends. Trust us, you will find what you are searching for. The coming future will definitely bring some of the fascinating developments in web technologies. Let’s look forward to see what it holds in and has stored for us!
“Let your new look attract more customer, let us bring new life to your site”