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B2B Chatbots: Bots that Personalize the Process of Doing Business

By Dick Weisinger

In order to be more responsive to their customers, enterprises are investing in the development of chatbots, apps that can conversationally interact with users, providing answers to their questions.  Gartner says that by 2021 that half of enterprises will spend more on bot and chatbot development than on mobile app development.

Kasey Panetta, brand content manager at Gartner, said that “individual apps are out. Bots are in. In the ‘post-app era,’ chatbots will become the face of AI, and bots will transform the way apps are built. Traditional apps, which are downloaded from a store to a mobile device, will become just one of many options for customers.”

Pete Rojwongsuriya, founder of Travelistly, said that “bots have been around for ages but the reason why it is trending now is that the advancement of AI seen on products such as Google Assistant and Siri that have gone beyond a fad to become a useful product with real impact on the mass.”

David Nichols, Americas Innovation and Alliance Leader for EY Advisory, told InformationWeek that “the biggest challenge with B2B companies is getting suppliers and customers to use the Chabot functionality. B2B companies don’t usually place the same priority on customer personalization as B2C companies. As a result, the customer service interactions at B2B companies don’t usually have the same level of detailed customer segmentation and interaction history. This will present a challenge when developing the use-cases and scenarios for the bot conversation flow.”

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