AI/BOTS: Cognitive Chatbots, New Retail Frontier

More human and less robotic is the sound of the beating retail drum this year. As cognitive-enabled chatbots have worked their way into everyday shopping purchases, the days where consumers interacted with automated and robotic-sounding customer service systems may soon become a thing of the past.

This year, we’ve seen the chatbot arena continue to expand apps, like Facebook Messenger, which sees over 100,000 from a variety of businesses. As such, the continual evolution of chatbots is something that was likely to happen sooner or later, with consumers’ ever-increasing demand for not only quick service, but also a high quality level of customer service. Through the advancements chatbots have undergone over the past few years, including artificial intelligence (AI) and natural language processing, the presence of more human-like responses are slowly becoming the expected norm among consumers.

To provide more human-like responses, cognitive computing is key, and the retail industry is taking note. TechTarget defines cognitive computing as “the simulation of human thought processes in a computerized model,” which does its best to “mimic the way the human brain works” with the goal of “solving problems without requiring human assistance.” With Gartner’s prediction of 85 percent of enterprise interactions occurring without human assistance by the year 2020, it looks like cognitive chatbots will be one of the major proponents moving the retail industry forward.

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http://www.pymnts.com/chatbot-tracker/2017/cognitive-chatbots-are-retails-new-frontier/

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