Millennials and chatbots: futuristic Sci-Fi movie or how brands should be using AI?

It is the year of the chatbot. With popularity of artificial intelligence (AI) flourishing, bots are now responding to customer queries, helping users find products and even troubleshooting customer service issues. Inevitably the digital experience is evolving and millennials are at the fore-front, pressuring brands to stay ahead of the curve.

I know what you think, chatbots seem a little sci-fi waiting to conquer to world? Don’t worry just quiz a Gen-Xer about AI and you will see the excitement in their eyes and undoubtably hear a Netflix anecdote. According to predictive marketing company Rocket Fuel, 66% of millennials acknowledge the benefits of brands using AI to help inform and direct their buying decisions.

The Consumer Perceptions of AI Survey found that 80% of 25 to 34 year-olds understand why brands desire to be able to target them with personalised ads and promotions.

Source: Rocket Fuel Infographic

“This is especially true for millennials, who are aware of the value exchange that takes place – they provide brands with personal data and expect to see their information used in ways that provides them with tangible benefits.

“Being able to engage with millennials in a personalised way is the next frontier as brands seek to maintain and increase relevancy in the digital age”, says Rocket Fuel’s Country Manager, Mailee Creacy.

Need a bit more clarity? I know tech-talk can be confusing!

So let’s use the example of the messaging platform, Slack. A website that I have been using recently which does far more robust communicational actions then just chatting, this partly due to it’s bots.

Overrun with bots, Slack has implemented algorithms to automate tasks that traditionally would have been performed by humans. The program uses AI technology to “make work better, easier and more productive”. Ranging from the obvious – bots for translating text and posting photos, it can be seen why millennials are such big fans… they save so much time increasing productivity!

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So what more do millennials want from chatbot technology and AI? Maybe a Slackbot that could coordinate lunch orders? Let me know below!