The future of customer experience lies in the amalgamation of chatbots and humans

Back when the iPhone 4s series was introduced, even with its outdated features, the sales graph went exponentially high.


Ankita Tripathi

3 years ago | 3 min read


Back when the iPhone 4s series was introduced, even with its outdated features, the sales graph went exponentially high. Why you may ask? Because of one of the most prominent additions, the personal voice assistant “Siri”. Siri broke all the channels free for the users to get the human touch in a not-so-human way.

Who would have thought in those days about a “talking machine”? And apart from all the good features, “Hey, Siri” became the talk of the town and eventually all major companies started their own voice assistant bot.

Every company replaced its marketing methods with something innovative. Traditional methods of door-to-door marketing had to be replaced. They did.

Siri. Image: Computerworld
Siri. Image: Computerworld

From pamphlets to videos, to banners and hoardings, to social media, we witnessed almost all forms of online advertising. But with voice-assistants and chatbots, a wave of traditional marketing came in excluding the door-to-door salesperson.

Customers like being acknowledged about their choices and decisions. Not only, getting acknowledged but also getting super-easy processes to follow for placing orders, making the right product choices, and getting offers, is when they connect the most with the brand.

Among many solutions, a chatbot is the one that has emerged as a huge winner because it is an amalgamation of a chatbot experience with a human touch.


So, why chatbots are the ones gaining all the attention for marketing?

  1. They are cheap: Chatbots can be integrated with various tools. Now, creating a chatbot from scratch using NLP is a difficult task both technically and resourcefully. So, what is cheap then? Chatbots that can be integrated with messengers are a cheap option to extract the benefits. Not every business can produce their own chatbots even when the necessity doesn’t belong. For smaller tasks, create a messenger chatbot for your business.
  2. They are humanly: Now, even when we are creating a bot, which is supposed to be linear in its action flow, we have a human touch with it. The content that drives the bot is the USP that carries the brand name. The task to create a bot is just 40% while the content that drives the humans close is almost 60%. You can easily create a human analogy with your chatbots to make your customers connect.
  3. They are diverse: Not only, do we get text messages using a bot, but we also receive videos, graphics, payment methods, and more with them.
  4. They can bring huge ROI: With minimal investments as compared to your business value, you bring in huge profits with better customer engagement and retention.


Creation of chatbots is just like the creation of any new tool. It requires some technical expertise, some data knowledge, and designing workflow. But marketing with chatbots needs personal assistance as well. The way humans interact with humans is exactly what we need to make our chatbots interact with humans.

How many times have we called hotels or restaurants for making reservations or placing our special demands?

It is great to get those demands fulfilled by chatting to a bot like chatting to a real human and get your bookings done or place your order or demand something special with no extra download of applications. People relate to the content, the personalisation that they receive, and the offers that are just one click away.

“Hello, Derek. Are you ready to work for your personal fitness? What are your plans?

  • Just Gymming
  • Diet chart
  • Pilates + Aerobics.

You select any option and get your inbuilt training routine.

How cool. right?

Chatbots can even track your personal schedule and get you the best solution for your regime!

Chatbots. Image: Ecommerce Nation
Chatbots. Image: Ecommerce Nation

The whole point revolves around the same aspect “A human touch”.


The UK is already leading the global market with almost 50% of its businesses using chatbots. The US, on the other hand, stands second with almost 37% of its businesses using chatbots.

When we come down to India or any South-East Asian country, we realise the % is staggeringly low. It is because the receptive power in India, for new ideas, is quite low and a major change is needed. 

If chatbots are used the right way ranging from small scale industries to large scale industries with proper content then the variation of possibilities is endless. You can market and profit in all major industries.

So, are you ready for a chatbot in your business?


Created by

Ankita Tripathi







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