Surge in Chatbot Utilisation
In recent times, the usage of chatbots has seen an exponential increase, particularly among firms that prioritize customer satisfaction. Their widespread implementation in various modern sectors showcases the enhancements in accuracy, accessibility, and cost-efficiency that have rendered them more valuable to businesses than ever before. As per current research, the global chatbot market is expected to attain a worth of $1.23 billion by 2025 and account for 85% of all interactions between firms and their clients by 2023. With such impressive growth predicted, multiple companies are now searching for outsourced chatbot development services, leading to a highly competitive environment in the industry.
Uses of Chatbots
In comparison to human employees, chatbots offer an unparalleled level of availability and reliability. While human workers may need time off due to sickness, holidays or other circumstances, chatbots are available round-the-clock, 365 days a year. Additionally, tasks that would usually require payment for a human employee can be handled by chatbots, making them an invaluable resource in the present market. Chatbots are also incredibly accurate and trustworthy, making them an excellent option for offering digital customer service via instant messaging platforms.
By 2023, it is estimated that about 25% of the world’s population will use mobile messaging applications. This shift is expected, considering the growing need for speedy replies. Presently, 21% of live chat interactions go unanswered, and customers often wait for over three minutes to connect with an agent over the phone. This slow pace fails to satisfy customers who crave prompt solutions, thereby making chatbots a desirable alternative. Chatbots can offer scalable customer service via multiple channels, particularly messaging apps, to assist customers in receiving speedy, reliable responses.
Outsourcing Software Design and Development
The software outsourcing industry for chatbot development is witnessing speedy expansion due to a growing number of firms either already employing or preparing to utilise chatbots. There are several key factors that have led to the triumph of outsourcing:
- Reduces the time taken for development.
- Provides access to state-of-the-art resources and a dependable team of experts.
- Does not use any of the company’s surplus resources.
- Significantly lowers the risk to the entire company.
While searching for a software outsourcing firm to provide chatbot services, it is crucial to bear in mind a few key factors. Third-party organisations typically possess the advanced coding and structured maintenance necessary for these services, but choosing the right provider can be difficult. For this reason, any firm aiming to utilise chatbot technology should meticulously examine the following criteria:
- Can you enumerate the requisite features for the chatbot?
- What is our budget for this project?
- What are the technological skills of the current team?
Answering these three questions can help any company narrow down its outsourcing options to providers that offer the required services.
Outsourcing Chatbot Technical Aspects
Adopting a one-size-fits-all strategy for outsourcing development services for chatbots is not mandatory. Depending on the company’s requirements and available resources, various stages of the chatbot development process can be outsourced. Here is a compilation of some of the primary technological alternatives for constructing chatbots.
Framework for Natural Language Analysis
What?
The Natural Language Toolkit (NLTK) is a set of instruments that employ both symbolic and statistical methods of Natural Language Processing (NLP) to analyse natural language. The toolkit is specifically intended for use with the Python programming language and is primarily focused on the English language. The concepts that constitute the foundation of the language processing tasks supported by the NLTK are elaborated in a book provided with the toolkit, complete with graphical illustrations and sample data.
Who?
Python-based chatbot services such as IBM’s Watson Conversation Service, Rasa NLU, Microsoft’s LUIS, Pandorabots and ChatterBot are among the many providers available.
Why?
Python, due to its simple syntax and easy-to-learn language patterns, has gained popularity as a programming language. Since its first release, Python has been utilised for various applications, particularly scientific computing. This led to the creation of several open-source libraries that have been enhanced over time, making Python an invaluable tool for developers with access to numerous helpful functions.
The Natural Language Toolkit (NLTK) was the pioneer framework created to integrate Natural Language Processing (NLP). Its launch in 2001, five years prior to its closest competitor, established NLTK’s status as the primary point of reference for developers seeking to maximise NLP for their chatbot applications.
Advantages of Outsourcing Python Programming
Outsourcing the development of Python chatbots can lead to substantial cost savings for companies. The process can be divided into three phases: deployment, integration, and management, and typically takes about 14 weeks to complete, given a regular 40-hour workweek. Depending on the chatbot’s type, chatbot development costs may range from USD 25 to USD 100 per hour.
Though the expense of a 3.5-month project may appear high, it is significantly less than the cost of recruiting a full-time AI engineer. Besides, finding competent and qualified AI engineers can be a daunting task, making the situation even more difficult.
JavaScript
What?
JavaScript (JS) is an interpreted, multi-paradigm programming language that is dynamically and loosely typed and can be employed in building chatbots. It follows a prototype model and offers a host of features that make it an excellent option for developing web-based and interactive applications.
Who?
Several service providers offer JavaScript-based (or partially JS-based) solutions, making it the second most popular programming language for chatbot development, after Python. Examples of such providers include Stanford Natural Language Processing, Apache Open NLP, and Microsoft’s LUIS. These solutions can aid in chatbot development by providing necessary tools or managing incoming API requests.
Why?
The fast processing speed and ease of analysis of JavaScript (JS) renders it more than adequate for basic chatbot development. Additionally, JS has multiple libraries that include machine learning packages such as Weka. As opposed to Python, finding solutions in JS might be less complex, for it is associated with an extensive range of documentation and resources.
Since JavaScript has been around for a while, there is an abundance of documentation and useful examples to refer to. Eliminating any programming language ambiguities is essential for building dependable chatbots, which is a benefit JavaScript provides. Conversely, when compared to Python, Weka is less supported and less flexible.
Outsourcing JavaScript
The complexity of creating a dependable and effective chatbot using JavaScript is another factor to consider when deciding whether to outsource the process. It might be challenging to find developers with the appropriate skills, and non-technical staff may find it difficult to obtain the necessary knowledge to perform the task. In such situations, outsourcing might be the only feasible option.
Chatbots and AI’s Prospects for the Future
Recent advancements in Natural Language Processing (NLP) have enabled robots to comprehend spoken and written human language (AI). It is crucial to consider the difference between the ambiguity of human language and the requirement for computers to be given precise instructions. The capacity to deduce meaning from context and understand regional and language-specific subtleties is a crucial skill for humans.
Although Natural Language Processing (NLP) is still not flawless, Machine Learning (ML) algorithms are bringing us closer to a point where distinguishing between human and machine conversations will be challenging. These algorithms consistently monitor all interactions, collecting valuable data to enhance their performance in future conversations. This capacity to learn from past experiences and contextual information is pushing chatbot development forward. Although chatbots can be developed without Artificial Intelligence (AI), the most successful ones are those that integrate it.
The Advantages of Chatbot Technology
Leveraging conversational AI has several benefits:
- Integration between systems
- Enhanced user engagement
- Enhanced ease of use and guidance for decision-making
- Improved user focus
Outsourcing AI
The business market for services, software and hardware related to Artificial Intelligence (AI) is so vast that its size cannot be fully comprehended. It is projected to be worth $57.6 billion by 2023. However, for larger organisations with intricate pre-existing systems, integrating AI into their operations can be a daunting task. There are several benefits of outsourcing AI services that businesses should consider while contemplating this transition.
Access to Top-Level Talent
Businesses can tap into a pool of highly skilled professionals from around the world through outsourcing. There is a significant demand for AI data scientists, and their salaries can be very high. Outsourcing services offer businesses the opportunity to leverage specialized knowledge without having to invest in recruiting their own in-house experts. This support allows organizations to make well-informed technological decisions and use their outsourced partners’ expertise to quickly implement proven models instead of developing them from scratch.Risk Mitigation
Without the necessary expertise, it is possible to make expensive errors while planning an Artificial Intelligence (AI) project. The most suitable approach for each company is determined by the expertise of the suppliers. If an AI solution is outsourced and it does not perform as expected, the financial and reputational risks are much lower than if it were developed internally. Additionally, an organization has the ability to terminate any agreement with an external data business if the project is not yielding the expected outcomes.Cost Savings
Trying to replicate the vast amounts of data and wealth of past knowledge in the Artificial Intelligence (AI) industry would be highly impractical, if not entirely unfeasible. In certain situations, outsourcing is the only practical option for accessing reasonably priced AI experts.
Outsourcing Non-Technical Chatbot Tasks
Apart from coding, businesses might opt to outsource other aspects of the chatbot creation process. By enlisting professional writers, companies can ensure that their conversational messaging and brand language are consistent and captivating. Professional writers can be hired to develop and fine-tune the bot’s speech patterns, vocabulary, and responses to requests so that they precisely reflect the brand’s goals. Outsourcing chatbot copy is the optimal approach to maintain a unique tone while also including all vital bot features.
The Future of Customer Service
A recent study has shown that 89% of consumers would choose to use a chatbot for information inquiry over browsing a website. Chatbots are highly proficient at offering customer support, which can come in various forms.
Telephone Answering Services
Chatbots have the benefit of handling a surge in calls without requiring an increase in staff. This is especially helpful for organizations that face unpredictable spikes in call volumes. Moreover, as chatbots can manage an unlimited number of calls simultaneously, customers will never be kept waiting.
Personalization
Although standard e-commerce platforms enable consumers to conveniently browse through a diverse range of products, they usually lack guidance regarding which items might be appropriate for their requirements. To tackle this, businesses may integrate chatbots into their websites that can offer customers advice and aid them in making well-informed decisions. As a result, this can increase sales and customer satisfaction.
Attention to Detail and Promptness
Accuracy concerns, the duration of time it would take a human customer service agent to retrieve relevant information, or the inability to locate essential information are no longer a concern, as chatbots have access to all the necessary information. Consequently, customers can now have their needs addressed more promptly and accurately than ever before, thanks to the implementation of chatbots.
Promising Prospects for Success
It is indisputable that chatbots have a significant influence on how businesses engage with their customers, and to some extent, internally. There is a valid apprehension that the widespread use of chatbots can result in job redundancies in fields such as sales, customer service, and support, as has been observed historically with the introduction of new technologies. Studies indicate that by 2023, AI might displace up to 25% of all jobs.
Despite the growing automation of tedious and mundane tasks, humanity is not destined for ruin. In reality, there are significant opportunities for individuals who have sharpened their soft skills, such as leadership, collaboration, and flexibility, to seize the potential of more innovative and satisfying jobs in the future. Those who are open to change and are adaptable will be in a strong position to gain from the changing job market benefits.
As the integration of artificial intelligence (AI) and chatbots persist in expanding, businesses must keep up with the tempo to stay competitive. Those that do not invest in technology and modify their customer service approach to incorporate these digital tools will find themselves falling behind. Consumers favour interfaces that are convenient to use, and in today’s world, this includes high-quality chatbots. Businesses that cannot match the efficiency, accuracy, and personalized attention provided by their rivals are at risk of underperforming.
