Providing consistent and reliable communication across different channels should be a crucial part of any brand’s customer experience strategy. Customer service must therefore be on these channels as well.Ī recent study reported that companies investing in an omnichannel customer engagement strategy can increase their conversion rates by 47% and enjoy a 90% higher retention rate. Today we all use many different communication channels on a daily basis: from email, to social media, to messaging apps such as WhatsApp. Here’s are the four chatbot trends that we believe will shape better customer service outcomes in 2022. The chatbot market is incredibly fierce and we must adapt to constantly evolving consumer trends. While consumers increasingly feel at ease with virtual assistants ( 80% have had positive experiences!), let's not rest on our laurels. Brands are now getting better at finding the right chatbot platform (amongst a lot of noise!) and implementing chatbots that are having an undeniable impact on their business. While conversational AI chatbots have been around for several years, the adoption and proper operationalization of chatbots has only accelerated since the pandemic. Gartner’s 2021 Hype Cycle for Customer Service and Support Technologies reports that chatbots now represent the #1 use of AI in enterprises, and for good reason. The only way brands will be able to deliver on this promise in 2022 and beyond is through Conversational AI.

While customer behavior and expectations are always evolving, 2021 solidified a trend that’s here to stay and is now non-negotiable: customers expect personalized and immediate service on their channel of choice. With the new year fast approaching, it’s always insightful to look back at the trends that shaped 2021 and look forward to what’s coming in 2022.Īt Mindsay, we’re on the front lines of customer service, working with customer care and customer experience teams every day, helping them better serve their customers.

Gartner hype cycle chatbots