The Top 2 Digital Trends In 2020
In the last few years, digitalization has been one of the most interesting topics. It affects us in everyday life, especially in business. With digitalization came various trends. Smartphones, social networks, online food ordering, multiplayer games, streaming services, are just a few trends that digitalization has brought. But they are subject to change, and only small parts of these trends are implemented into mainstream life. Artificial intelligence, chatbots and importance of communication and personalization of content are trends that 2019 has brought us and they will continue to evolve in following years.
Artificial intelligence (AI) is perhaps the most important digital trend in 2020. People have slowly begun to understand what AI is, but now it’s important to understand how we can use it for our own benefit.
Artificial intelligence is slowly integrating into the global businesses and industries of the future, taking on simpler, more repetitive jobs.
What is AI capable of and where is it used?
It can analyse consumer behaviour, search patterns and use data from social media platforms, blogs to help businesses understand how customers search for products and services. It makes it much easier, faster and safer than humans, and the margin of error is minimal.
Its range of capabilities is great, with the main goal being time-saving, ease of use, and better UX.
Artificial intelligence will soon be the driving force behind many services and is currently being deployed for customer support for the improvement of customer communication (chatbots).
AI is also often used in certain businesses where bots can recommend something from an assortment or answer to a question. It is not for content creation, it is used in organizing and automating content.
AI is especially important in data analysis. The process is faster and much more convenient. Speed gives advantages to an automated process of analysing huge datasets. Which is much easier as opposed to assigning this task to one of the workers. Thanks to AI, complex datasets can now be analysed in a much shorter time, sometimes this process would take much longer. This is not because computers have become faster or better, but because AI and Machine Learning algorithms have become extremely good at analysing data. Their speed and accuracy are expected to improve significantly in 2020.
1. Chatbot (CB).
When we talk about artificial intelligence, we have to mention one of the more important trends related to AI, which are chatbots.
Chatbots are no novelty, we used them in 2019 and will continue to use and monitor them as an important part of the digital business in 2020. The technology, which is AI-based, uses instant messaging in real-time, day or night, with customers or site visitors.
Many customers prefer to chat with chatbots, and they respond promptly and are active 24/7. CBS is actually some kind of virtual assistant that offers outstanding customer service in the form of customer support. Easily meet customer expectations, which is actually the most important part and automate repetitive tasks.
Its primary goal:
The goal is to save time, adapt to the consumer, optimize the relationship, and shift the focus to the more important part of the business.
One of the best examples of AI chatbots in practice was made by MasterCard, which created a Facebook messenger bot. Natural language processing software to decipher what the customer wants by automating payment handling.
2. Conversational marketing
The growth of online content has given consumers more opportunities. They use their own sources of information and do their own research. They are constantly bombarded with various contents, and it is very difficult to be interested in them, they need to be differentiated, or to be recognizable.
Modern technology and design, good mobile experience and brand image, and content personalization are the main factors in evaluating experience. In order to be recognizable, it is necessary to build a clear visual identity and properly structure the content, as well as to define a clear tone and manner of communication with the potential consumer.
Relationship building is the most important part, and it must be based on the quality of the content and service. Transparency in communication, prompt response to a request, sending additional information, implementing quality control of service and products are key parts in building relationships. And with that comes Conversational Marketing, which is based on the direct exchange of information between a brand and a potential consumer.
Its primary goal:
Conversational marketing’s primary goal is to improve the customer experience through a feedback-based model. Conversational marketing encourages greater engagement and greater loyalty.
Artificial intelligence and content personalization are key to the development of digital technology as well as digital marketing.
AI greatly helps our daily lives, saves time, and helps us focus on the important things. Short attention span is today’s reality, and with the combination of AI automation and precision and content personalization, it’s a great combination for developing your digital business.
