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What Comes After The Chatbot Hype? 🤔


In 2016, the enthusiasm for chatbots knew no limits. For example, according to a survey by Oracle, around 80 percent of all decision-makers in companies assumed that they would be using chatbots in sales, marketing, and customer service by 2020. And according to another prediction, more than two-thirds of all office workers should be interacting with chatbots on a daily basis by 2020. So where are we at right now and what can we expect after the chatbot hype?

In fact, it’s quite safe to say that the latter is the case. After all, chatbots are not the first technology that has been placed high hopes on. From gamification to autonomous driving, there are always ideas that were initially hyped but then developed more slowly than expected.

The American Stanford researcher and futurist Roy Amara has recognized a general tendency and coined the so-called Amara Law. This states: “We tend to overestimate the short-term impact of technology and underestimate the long-term impact.”

Phase 1: The Technology Trigger

Phase 2: Peak of Inflated Expectations

In this phase, there are typically the first successful applications, which are reported widely and enthusiastically. However, these applications have yet to solve some serious struggles and do not work as well as hoped for a long time.

Phase 3: Trough of Disillusionment

Phase 4: Slope of Enlightenment

Phase 5: Plateau of Productivity

Chatbots, voice assistants and AI,

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And it’s not only companies that benefit from chatbots. The advantages for customers are numerous: Chatbots are available around the clock so that support requests can be made and processed outside normal office hours. And users say, that technologies such as chatbots and voice assistants have changed their expectations towards companies and will continue to do so in the future.

If this is successful — and current developments definitely look like it — the productivity plateau for chatbots should be quite high, and so the investment in this technology will certainly pay off even after all the hype. One thing to consider here as well is the growing importance of voice technology and voice assistants, which are only a voice-based version of chatbots, and which will certainly transform our lives in many ways.

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