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Chatbots will continue to be an important part of digital marketing in 2020. This AI-based technology uses instant messaging to chat in real-time, day or night, with your customers or site visitors. Many customers prefer interacting with chatbots as they are responsive 24/7, give answers promptly, accurately recall your entire buying history, and never lose patience. These virtual assistants offer outstanding customer service by meeting customers’ expectations and automating repetitive tasks – which means that you can focus on more important work. Many brands already use chatbot technology, including rideshare brand Lyft. You can request a ride from Lyft via chat (Facebook Messenger and Slack) or voice (Amazon Echo), and their chatbot will let you know the current location of your driver: Passengers can use the app to choose the type of ride, make a request, track the location of the car, send friends a time estimate of their arrival, and make payment.
Creating mobile responsive website designs for the dominant use of smartphones is now old news. We see future innovation in digital experience in the areas of speed and personalization and conversational user interfaces based on improved insight. I’ll illustrate this with a couple of examples. Google has long proclaimed the importance of download speed and despite the widespread use of RWD, performance Google’s benchmarks shows that many businesses are falling short of the required speeds. Using technologies like Accelerated Mobile Pages (AMPs) and Progressive Web Apps (PWAs) which we introduced in last years webinar on trends have seen many successful examples implemented this year.
In 2016, Gartner predicted that 20% of all business content would be “authored by machines” by 2018. While the accuracy of this prediction hasn’t been tested yet, most people are already reading AI-written articles in one fashion or another (whether they realize it or not). AI is particularly good at creating data-heavy news briefs about business and sports, for example. These articles may not have the same panache as human-written ones (yet), but they save news organizations vast amounts of time and money to get the word out. In the future, AI will likely originate much of the content on the internet. But inbound content, which relies on personality and authenticity, is not its strong suit. AI may generate some initial reporting, but it’ll be up to a human to make the content relatable. Managing ads is a full-time job. But with so many new channels to reach customers through, not even a full-time advertising team has enough hours in the day to keep up. That’s why more and more companies are trying to let AI take it over.
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