Accenture Research, Self-Isolation Accelerates Chatbot Market Growth

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Accenture conducted a study on “Anti-Crisis Digital Technologies: A Chatbot Market Perspective.” According to Accenture, the chatbot market in Russia expects an annual increase of 30% over the next three years.

During the study, 564 respondents from 100 companies representing more than 18 sectors of the Russian economy were interviewed.

Self-Isolation Accelerates Chatbot Market Growth

Self-Isolation Accelerates Chatbot Market Growth
Self-Isolation Accelerates Chatbot Market Growth

In connection with the pandemic, the need for personal contact for participants in business processes is reduced. In this regard, according to the results of the study, the relevance of using chatbots working with voice or text has significantly increased.

According to Accenture, in 2019, the chatbot market in Russia amounted to about 1.5 billion rubles. In the next three years, the market will grow annually by 30%, that is, by about 400-600 million rubles. in year. Today, this technology is being introduced to a greater extent in the banking sector, retail and other industries where the issue of personalizing customer experience has come to the fore.

“An important factor in the unfolding crisis and a new round of competition is the quality of customer service. Chatbots and voice assistants come to the forefront as an effective IT solution for a whole range of pressing business tasks: response speed to a request, analysis of customer behaviour, forecasting, completeness of information, taking into account previous user requests, general demand situation, inventory availability; economic, political, and even weather changes that require adaptation to customer needs, ”the study said.

Accenture respondents noted that chatbots can help companies improve the quality of processing user requests and provide personalized service to visitors to sites and call centres.

60% of the survey participants have already commissioned chatbots or are using these technologies as part of a pilot project, another 7% are considering the possibility of their implementation. At the same time, 33% of companies are either not aware of such technologies or do not use them.

Among the reasons for refusing to introduce chatbots, respondents mentioned: lack of awareness of the capabilities of technology (33%), lack of budget (20%), lack of feasibility (30%), lack of relevant competencies (17%).

“Many companies consider it appropriate to use dialogue systems in principle, but at the moment they are not ready to allocate resources for their implementation since they do not consider this task a priority,” the study said.

Most chatbots are expected to reduce the time it takes to process requests and increase employee productivity. In general, the use of technology can improve the business performance of companies by 5% to 25%.

Accenture identified five trends that will affect the growth of the chatbot market: the development of artificial intelligence. Chatbots can conduct dialogues with the user that mimic human communication and provide a high level of engagement. The quality of this interaction is constantly growing; increased use of instant messengers. According to experts, more than a quarter of the world’s population will use mobile instant messengers by 2021, which will accelerate the growth of the chatbot market. The popularity of virtual assistants grows with their integration with instant messengers; cost reduction and ease of development. Developing, implementing and maintaining chatbots has become much easier and faster. Over the past few years, major software development companies have released freely available advanced development tools and platforms, as well as research information; the interaction between bots. In the coming years, an increase in the share of virtual assistants with a high degree of personalization, with a unique “personality” and adapting to specific clients, is expected. The interaction between bots accelerates the personalization of settings and helps to improve the quality of services; payments using bots. According to the analysis, most bots currently in use around the world lack payment functionality. So far, only Facebook Messenger (only in beta in the USA) and Telegram allow payments without external systems. Most likely, in the near future the situation will change, so that shopping with chatbots will become easier and more convenient. with a unique “personality” and adapt to specific customers. The interaction between bots accelerates the personalization of settings and helps to improve the quality of services; payments using bots. According to the analysis, most bots currently in use around the world lack payment functionality. So far, only Facebook Messenger (only in beta in the USA) and Telegram allow payments without external systems. Most likely, in the near future the situation will change, so that shopping with chatbots will become easier and more convenient. with a unique “personality” and adapt to specific customers. The interaction between bots accelerates the personalization of settings and helps to improve the quality of services; payments using bots. According to the analysis, most bots currently in use around the world lack payment functionality. So far, only Facebook Messenger (only in beta in the USA) and Telegram allow payments without external systems. Most likely, in the near future the situation will change, so that shopping with chatbots will become easier and more convenient. most of the bots currently in use around the world lack payment functionality. So far, only Facebook Messenger (only in beta in the USA) and Telegram allow payments without external systems. Most likely, in the near future the situation will change, so that shopping with chatbots will become easier and more convenient. most of the bots currently in use around the world lack payment functionality. So far, only Facebook Messenger (only in beta in the USA) and Telegram allow payments without external systems. Most likely, in the near future the situation will change, so that shopping with chatbots will become easier and more convenient.

“Any economic fluctuations will increase the demand for innovative IT solutions,” said Maria Grigoryeva, head of Accenture Technology in Russia. – It is safe to say that the growing trend, especially in connection with the isolation mode, on the interaction of buyers and sellers online, customer requests and expectations for personalized customer experience, oblige sellers of goods and services to provide automated services using advanced chatbots with AI algorithms and an integrated approach to accessible analytics. This will effectively overcome unpredictable peak loads. ”

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