1. More individuality and speed with AI chatbots
The first noticeable trend of chatbots is towards personal and quick answers. A chatbot has particularly short response times. Especially in the areas of customer service and sales and wherever there is human communication, an AI-based chatbot can continue to improve the user experience. The young generation of customers (Generation Z & Generation Y) in particular has new demands: They expect and want a
- quick, easy and
- individualized contact,
- Preferably chat-based
- with concrete added value.
If a company is unable to offer this service, customers are quickly ready to switch to the competition. Companies therefore benefit in particular from the dialogue systems of the future: Chatbots with artificial intelligence.
The digitization of everyday life has meant that the target group approach must be very individual. Enriched with artificial intelligence, even in Germany, the chatbot will be able to answer customer inquiries in an increasingly targeted manner and may solve numerous issues completely independently in the future. In a very short time, the chatbot shows the customer the way to their favorite product, the best price or the right size of the product they are looking for, for example. Because with every application, the software automatically learns something new.
Conversational AI and Generative AI
In line with this, the technologies behind AI chatbots are also constantly evolving and the trend towards more individuality and natural conversations can be further reinforced by using Conversational AI and Generative AI (GenAI). As a result of these advancements in technology, AI is no longer limited to simple inquiries, but can also respond quickly and effectively to unexpected customer requests.
With MoinAI, for example, the company always has the choice:
- Should the answer be formulated and written independently?
- Should the MoiNai Kompanion Provide specific text suggestions or concepts using GenAI?
- Or should a source be stored from which the AI chatbot automatically generates a text directly during the conversation?
Such advances open up many new opportunities, especially in e-commerce, customer service and sales, to make contact with customers even more individual and natural. This not only makes the exchange faster, but also much more personal.
2. Chatbots with vision: Generating insights
But the future of chatbots lies not only in interaction, but also in their ability to provide valuable insights. The trend in this area shows how chatbots can increasingly do more than just provide answers: Thanks to machine learning and artificial intelligence, chatbots provide important data to identify trends and insights at an early stage. In addition to current information, which is generated from the sum of incoming customer service inquiries, they also reflect customer behavior.
The following scenarios are possible in the conversation:
- If an above-average number of consumers ask for a product that is not in the product range, you should further analyse the demand.
- If the customer reports login problems, this must be checked. Is there a technical issue that affects multiple users?
- Is a user inquiring about a specific way to use a product that your company has never considered before? The specialist department may be able to derive product innovations.
- In which tonality do customers write and what can be derived from this for the target group? In this way, new terms or synonyms can be developed that marketing can use when creating content.
Customer service case study
In southern Germany, the weather had caused major damage due to heavy hail showers. A day later, a car insurer AdmiralDirekt (customer of MoiNai) received a great many inquiries about weather damage.
In this case, the chatbot can already ask about hail damage in the welcome message and thus ensure that the claim is processed even faster.
These are just a few examples that show what is possible with chatbots in the area of trend research. Seasonal deviations in product lines, frequent complaints in specific product groups or feedback on service quality also provide important information. In this case, however, the human classification and combination of the generated data is and remains important.
3. Systems that communicate with each other internally
Another emerging trend is the ability of intelligent chatbots to communicate with other systems in the background. For example, if a customer asks for a refund from a return in the chat, the dialogue system can coordinate with complaint and shipping tools. During customer contact, the chatbot then has access to the logistics database, for example. This ensures a high level of efficiency of internal company processes and ultimately also improves customer satisfaction.
4. Chatbot solutions bundle services and channels
The next important chatbot trend: Not only companies using chatbots in Germany, but also international companies are well advised to integrate dialogue systems into their existing infrastructure in a targeted manner. Chatbots can increase usability by filtering information from other services or apps and making it available to the user directly in the chat window. This in turn contributes to the user experience: The customer no longer has to navigate through different applications, but can simply ask the chatbot directly — as a kind of personal assistant for all matters.
Example: AI product advice and guided selling
Explained here using a hands-on example: A customer is on a website and is looking for an e-bike, but can't find their way around the product jungle and gives up again after a short time.
Right here puts Guided Selling on. Using AI product advisors, such as the one from MoinAI, the customer is asked specific questions that lead to the right product. In the example, these could be questions such as: “What is the maximum cost of the bike?” , “How long do you want the battery to last?” or “Are you looking for special extras such as a luggage rack, lighting, or app control?”
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The AI product advisor However, he not only suggests products based on user information, he can also answer questions about them at the same time. So if the product consultant presents products with app control, the user can directly ask in which cases app control makes sense. In this way, the potential customer is informed in order to make a satisfactory purchase decision.
This technology not only increases conversion rates, but also customer satisfaction, as customers find what they're looking for faster. In this way, companies, especially those from the e-commerce sector, can become more and more user-friendly with guided selling.
Other benefits of guided selling from a customer and company perspective include:
If the chatbot doesn't know what to do
Even in the event that an AI chatbot doesn't have the right answer ready, it can connect to the right channels. Using so-called human takeover, a chatbot can also hand over conversations to a human employee. Thanks to integrations or so-called webhooks, this is done seamlessly and in the same chat window — if Chatbot and live chat system are connected to each other. The same applies to contacts/leads generated in the chatbot. Within a few seconds, the contact information can be sent to the CRM system used, such as Hubspot or Salesforce, be redirected.
And now MoinAI also offers much more than just a simple chatbot. In addition to the AI bot, there is now also a MoiNAI product advisor, live chat, analytics tools and GenAI functions that respond even better to the needs of users. Regardless of whether it's a quick, automatic answer to recurring questions or a smooth handover to human colleagues — with MoinAI, you have a practical all-in-one solution.
5. Multilingual chatbots for global customer communication
The fifth chatbot trend clearly underlines the ever-increasing internationality of companies whose customers now often speak different languages and live in various countries. This entails different language and cultural requirements. Multilingual chatbots play an important role here, as they can communicate seamlessly in different languages and on various channels such as websites, social media or messaging apps. MoinAI's AI chatbot, for example, can understand and process 98 different languages. This ability enables personalized communication and seamless interactions across national borders. Companies that rely on multilingual and cross-channel chatbots are thus securing decisive competitive advantages in an increasingly globalized world.
6. EU data protection for German chatbots
Of course, the important trend towards more security and data protection does not pass by chatbots either. Chatbots with automatic data collection are also affected by the newly introduced European General Data Protection Regulation (GDPR). This must be considered when new developments occur. Consumers also expect more and more clarity and transparency as well as responsible use of their data. This can even be a decisive criterion for a purchase. In this context, the EU AI Act relevant, which, as the world's first legal framework for artificial intelligence, sets clear guidelines for the development, deployment and use of AI within the EU. This ensures transparency, protects fundamental rights and focuses on the responsible use of AI, which also includes data protection.
A protected collection and processing of personal and sensitive data, as well as a GDPR-compliant chatbot usage, should therefore not only be relevant for legal reasons. With increasing data traffic and increasing number of transactions on the Internet of Things, this topic will become even more important in the next few years.
Conclusion: Increasing acceptance & development
The 6 chatbot trends show: The world has changed very quickly in terms of AI chatbots and their acceptance in recent years: The hype surrounding ChatGPT in particular has shown how well AI chatbots are now accepted. With ever more sophisticated technology and real added value, consumer acceptance will continue to grow. In addition, the innovative technology around AI chatbots is no longer just reserved for large international corporations. As a result of easier and cheaper access to applications and systems, more and more German companies, especially in customer service, are using chatbots.
Because they are not only an important part of the customer experience, but also a valuable whistleblower for customer satisfaction. Targeted optimization contributes to the rapid implementation of internal measures. In this way, companies are able to manage and process the many contact points with customers via a central communication channel. At the same time, the collected data can be used for a variety of optimization measures or for analysis purposes.
Would you like to use the latest chatbot trends in service, marketing and sales for your company? Then try out our AI chatbot for your use case and see for yourself.
