Market Trends of North America and Europe Chatbot Industry
This section covers the major market trends shaping the North America & Europe Chatbot Market according to our research experts:
Increasing Domination of Messenger Application is Driving the Market
- Chatbots on messaging apps allow organizations and brands to personally engage at a high scale with people on the platforms where they're already spending a lot of time. Moreover, chatbots can be connected to a variety of data sources via APIs to deliver information and services on demand. The potential for chatbots to improve customer experiences has companies investing in them as a new way of interacting with consumers.
- Chatbots with the ability to reasonably mimic humans allow brands to engage consumers more efficiently on these growing messaging platforms.
- Due to the rising use of messenger applications, integration of chatbots into them yield a higher return on investment as approaching the customers on their preferred application improves user experience. Most inquiries conducted on chatbots are routine ones like return policy, order history, etc. that can be answered using A.I.-powered chatbots. In some cases, brands can also use messaging to share information about products and help customers with the discovery process.
- Moreover, messenger applications allow chatbots to save the user chat history for future purposes that enable chatbots to personalize the user experience and gain actionable insights about the user. Thus, due to easy integration and higher returns, usage of chatbots over messenger applications is expected to increase over the forecast period.
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Italy is Anticipated to Have Rapid Growth of Chatbots
- In Italy, chatbots are increasingly being used to reduce costs and improve operational efficiencies in a wide range of customer-facing industries, including retail, healthcare, banking, telecommunications, and utilities, with various innovations and funding activities.
- The country is witnessing increased demand for Healthcare and Hospitality, and further, the market is innovating chatbots considering the after-pandemic travel situations. For instance, in February 2021, Hotelway announced a hospitality chatbot in Italy for Italian customers. The company is ready to capitalize market after travel resumes in Italy to cater to guests' needs with the Hotelway chatbot.
- The market vendors are actively launching chatbots for Italian customers on various platforms. For instance, in February 2021, The READ-IT announced the release of the chatbot's Italian version. The chatbot asks a series of five different prompt questions and can be accessed through a web browser and the Telegram messenger service app. The chatbot was created by Dr. Alessio Antonini (KMi) of The Open University in collaboration with colleagues in English and Creative Writing (OU).
- Similarly, in March 2021, AIDA, a new chatbot launched in Italy, aimed at people with type 1 and 2 diabetes and their families. H-Novo Farm's Nordisk chatbot seeks to provide a tangible hand in the treatment and information without replacing the referring physician.
- The country is witnessing increased adoption of chatbots for healthcare and museums during the forecasted period. Further, the market vendors are designing chatbots that are compatible with both iOS and Android. For instance, in February 2021, PatchAi, an Italian digital health tech startup, and Roche, a healthcare provider, launched a virtual assistant to engage with cancer patients and improve care. PatchAi for Smart Health Companion (SHC) is a mobile app available on iOS and Android. It includes a chatbot that encourages proper self-care and collects relevant medical records that doctors can consult as they continue to treat a cancer patient.
- There is an increasing demand for AI chatbots in the country, and these Automated customer service chatbots initiate a conversation and provide suggestions. As a result, the customer's request is increasingly personalized, and AI-powered chatbots may mine data about individual customers, create more authentic customer experiences, and increase customer retention rate.
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