How Robo-Advisors Are Disrupting Financial Services
Although, there are numerous studies – and it is no secret – that human social interactions are critical for mental and physical health, people today are opting more and more for virtual/robotic interactions. The unprecedented popularity of messaging platforms, such as Facebook Messenger, WhatsApp, and WeChat, can be seen across all geographies, demographics, and psychographics. And, messaging-based first-line engagements that occur on these platforms, as conducted with chatbots, has become the premier choice for consumers engaging with brands. And, with the ongoing advancements in artificial intelligence – enabling these virtual agents to better understand and address customer requests – chatbot adoption is quickly growing across multiple industries.
According to Gartner, by 2020, 85% of customer interactions will be managed without any human intervention. This is not surprising, as chatbots can provide friction-free, always-on support on consumers’ touchpoint of choice – the mobile phone.This self-service option can also introduce tremendous cost efficiencies.