AI and bots are expected to significantly shape the future of live chat agents. As AI technology continues to advance, chatbots are becoming more sophisticated and are able to handle a wider range of customer inquiries and tasks. This is leading to increased adoption rates of chatbots by businesses as a cost and time-saving measure. However, while chatbots can handle a high volume of inquiries, they still frequently fail to meet customer expectations and can potentially result in users being less inclined to comply with requests made by the chatbot.
Innovative applications of AI and bots, such as multimodal systems that can juggle images, sounds, videos, and text, are expected to further enhance the capabilities of chatbots and improve their effectiveness in customer service. Additionally, the use of AI in enterprises is expected to almost double over the next two to five years, with chatbots representing the top use of AI. As a result, businesses are likely to increasingly rely on AI and chatbots to handle customer inquiries and support, freeing up live chat agents to focus on more complex and high-value tasks.