customers when they want to contact a company will either fill in a forms or call using the hotline but that will take a long process and a lot of time on hold, this communication will make the customer annoyed because its very slow.
i remember when i use the ATM and i got debited twice without getting any cash, i was very angry then i called the bank hotline it took forever before my call was placed that made me more angry after picking my call i was later told to come to the bank and fill a forms with the hope i will get my money back that day because it was the last cash on me i used to transport myself to the back. after filling the form i was told the cash will be return within seven days can you imagine i go annoying and started displaying in the bank before every was later resolve.
but look at it this way when you want to communication with your family and friend with the help of via messaging platforms such as whatsapp or Facebook communication is been made very easy and fast.
nowadays companies are now using the messaging platforms in interaction with customer, promoted by the advances in artificial intelligence that facilitate the creation of algorithms and chat bots that can automate communication.
this new communication bring along many trends such as conversational commerce and personal butlers, algorithmic marketing and conversational office. these new trends will be described and of developments for companies will be illustrated.
if companies through the trend, many risks for companies as customers are easily disappointed and brands could be more easily damaged, increased use of bots and algorithms can lead to jobs losses.