Why Chatbots Will Be the Main CX Channel by 2027


Customer experience is one of the most important aspects of a business, but the future of Customer Experience is the symbiotic relationship between a business and its customers. AI technology, Customer service, and Web-based chatbots all play a role in delivering superior CX. These technologies are already here and are already helping improve the way people do business. Read on to discover why Chatbots Will Be the Main CX Channel by 2027.

Customer service

With the help of artificial intelligence, chatbots will provide personalized customer service. Through data analytics and automatically labeled live customer interactions, chatbots will learn and grow over time. As businesses move towards automated customer service, they can offer enhanced self-service support and free up human agents to handle more complex issues. Automated chatbots can identify when to escalate a conversation. With the rise of chatbots, customer service will be transformed into a symbiotic human-machine relationship.

However, chatbots will only be a part of the overall customer experience strategy. While chatbots can be an excellent tool to help customers, a company should always provide an option to contact a live agent. Chatbots are not meant to be the end-all-be-all of customer service, so any company that makes their customers struggle to reach a live agent will lose customers. Chatbot rules should lead to a live agent and provide clear instructions to do so.

The ability to simulate conversations with a human customer is an important part of customer service. ELIZA, developed by MIT professor Joseph Weizenbaum in the 1960s, offered scripted responses and imitated a psychotherapist. Later, AOL Instant Messenger offered the “SmarterChild” bot, which could answer basic questions, such as movie times. In recent years, developers have improved the capability of chatbots and made them more advanced. Many companies are already using chatbots to handle routine customer inquiries, such as registering for an event or ordering a product.

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The world is quickly moving away from face-to-face interactions with customers and toward virtual ones. After the global pandemic, most consumers switched to online platforms, and businesses had to evolve to cope. Today, businesses are adopting AI, machine learning, automation, analytics, and cloud technologies. Chatbots were once considered expensive, but now they have made their way into all sectors and have proven their worth.

The main difference between human-human communication and chatbot-machine interaction is that chatbots can mimic human conversation. Joseph Weizenbaum, an MIT professor, developed the ELIZA chatbot, which responded to human queries by issuing scripted responses. Other bots have been created. SmarterChild, for example, was a feature on AOL Instant Messenger. It could handle routine customer inquiries, such as movie times.
Developers have since improved these bots, making them capable of handling routine queries and questions.
Consumer expectations are constantly changing, and the speed of digital transformation has disrupted the customer experience (CX) space. To compete in this environment, businesses must provide a seamless experience across all touchpoints and create loyal ambassadors.
To stand out and build sustainable growth, businesses must provide a better experience for their customers, and conversational AI technologies are a key part of that journey.

AI technology

Changing consumer expectations and the speed of digital transformation have transformed the customer experience (CX). Today’s consumers expect seamless communication across multiple touchpoints and loyal ambassadors are required to stay responsive to their needs. A smarter customer experience can differentiate your offerings and drive sustainable growth. Conversational AI technology can elevate engagement by leveraging advanced AI capabilities. Here’s what to expect in 2027. Ultimately, this new customer experience channel will help you achieve your goals.
First, AI companies need to position themselves as a technology that offers business insights. Because most AI solutions use open-source AI models, their conclusions will become commoditized without context. In the future, AI solutions will embed feedback and tie to business performance. As a result, AI innovation will explode in emerging markets. The following chart outlines the main trends that will influence AI adoption in CX.

AI-powered CEM solutions will drive the growth of the B2C sector in the next decade. By 2027, the market for customer experience management solutions will grow at 18 percent a year and reach $27 billion. To stay competitive and stay relevant, large consumer B2C organizations need to implement AI-powered solutions that deliver customer-centric insights. Total Experience Automation will help companies manage both the digital and non-digital needs of employees.

Web-based chatbots

Web-based chatbots are replacing humans in many areas. The challenge is that they are still too “machine-like” – so adding a touch of personality will go a long way in making them seem more human. Remember, the customer is always right! Here are some tips for building a successful chatbot:

A key factor in determining ROI is the time savings per query. Chatbots can be programmed to answer customer queries via email, SMS, social media, and VoIP. In fact, CNBC estimates that chatbots will answer 90 percent of banking queries by 2022 – at a cost of $0.70 per interaction. And that’s only one benefit! Chatbots have many advantages over agents – they can attend to multiple queries from multiple users, 24 hours a day.

Chatbots can help organizations track and improve net promoter scores. A net promoter score is a measure of customer satisfaction, loyalty, and likelihood to recommend a brand. Unlike traditional customer surveys, chatbots can answer questions and provide information relevant to the audience. Additionally, they can collect data and use it for lead generation strategies. This data is incredibly valuable, as it can reveal specific preferences and help organizations improve their customer experience.

Despite the costs and complexity of building chatbots, they are cost-effective and offer an incredible return on investment. Gartner predicts that chatbots will be the main CX channel by 2027 – with more than five billion user interactions per year. And that is just in the first two years! Meanwhile, more organizations are adopting omnichannel retail strategies.



AI and chatbots have been transforming the customer experience in businesses for years. While they are not a replacement for human customer service agents, they have a very distinct advantage over human customer service representatives. Chatbots are now capable of answering basic questions and handling complex structural data. With the help of NLG and AI, they can even create plain text summaries and decode complex data.
This enables them to handle a high volume of queries while transferring complex cases to live customer service agents.
AI and chatbots are becoming increasingly integrated and efficient in the customer experience, and this means they can integrate with existing communication channels. Not only can chatbots reply to questions and solve problems, they can also interact with social media and VoIP.

According to CNBC, by 2022, chatbots will answer 90% of banking queries, saving businesses about $0.70 per interaction. With text mining, chatbots can analyze customer queries to arrive at relevant themes. They also offer 24 hours a day, seven days a week, and can handle multiple queries from multiple users.

With these benefits, chatbots are quickly becoming a must-have for many businesses. Many businesses have been hesitant to implement chatbots on digital channels, but they are now seeing the benefits of their implementation. A new study from the University of Gottingen revealed that consumers are more tolerant of chatbots than they are of humans. This change in attitude has led to the rapid adoption of conversational AI bots.


The increasing use of AI to improve patient care has made chatbots a viable option to reduce medical costs and provide a better customer experience. Healthcare facilities are responsible for managing a significant number of medical records and will experience tremendous growth in the market for healthcare chatbots. Furthermore, increasing patient flows will increase the demand for healthcare chatbot applications.
This market report examines various factors and features that will drive the growth of the Healthcare Chatbots market in the coming years.
The use of chatbots in the healthcare sector will continue to rise, as consumers are becoming more tolerant of these AI-driven chatbots. Chatbots offer personalized services based on collected data, which is gathered through artificial intelligence.
This helps brands and healthcare organizations get closer to customers. Moreover, chatbot automation frees up human resources to focus on the more personal touch of customers. This symbiotic relationship between humans and machines will make Healthcare chatbots the main CX channel by 2027.

In addition to transforming the customer experience, chatbots are also capable of automating routine tasks. ELIZA, for example, used a simple decision tree to simulate the interaction with a psychotherapist. In addition to facilitating patient interactions, chatbots can also act as call-to-action agents, generating leads for marketing campaigns, and assisting with payments. Furthermore, healthcare chatbots can seamlessly hand over to human agents when the time is right.

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