Customer queries are on the rise, and the operations manager sees no other way than to hire more customer support reps and invest more in office infrastructure such as desktop computers (laptops were a bit expensive back then).

1. Evolution of Bots in
2022 And Future
Trends

2. Fast Forward to 2022
The number of chairs in the same office has reduced. The car insurance
provider gets even more enquiries, but the call center agents don’t look
as frustrated. In fact, they look happy, spending more time with key
customers and taking their time-solving queries. We all by now know how
helpful chatbots are in automating customer support, and the year 2022
only saw more and more chatbot players increasing their offerings.
These players are diversifying what chatbots can do and pushing the
technology to its limits.
Let us see how chatbots evolved in 2022 and what 2023 and beyond
holds for this:

3. 1. Advancements in Natural Language Processing:
a. Low-code, No-code platforms
2022 was the year that saw low-code, no code platforms like Kommunicate gain
more traction With Kommunicate’s intuitive Kompose chatbot builder, users can
build and train advanced chatbots with features like sentiment analysis.
2022 was the year these low-code tools went mainstream, and we can see more
and more chatbot builders offer no-code builders in 2023.
b. Supervised and Unsupervised Machine learning
In supervised learning, the machine learns under the supervision of the
programmers. It can make accurate predictions with the help of labeled datasets.
For instance, if we include a dataset of images of oranges and apples, the machine
learns with the help of color, shape and size.

4. c. Rise of GPT-3 and other Transformers
An interesting development that happened in 2022 was the rise of
Generative Pre-Trained Transformer 3 (GPT-3). GPT-3 other machine-
learning models which have the ability to create an entire article from
scratch. What sets these transformers apart is that they are much more
capable of understanding the context in which a conversation is
taking place. The focus in 2022 was on Bidirectional Encoder
Representations from Transformers (BERT) and Embeddings from
Learning Models (ElMO). These transformers have been trained on an
enormous amount of data.
d. NLP to Monitor Social Media and Fake news
Sentiment analysis is a term that has been all the rage in 2022. This is
thanks to more and more customers coming online to voice their
opinions. With brands becoming even more conscious of negative
publicity, NLP has been tasked with detecting and deflecting poor
reviews.

5. 2. Advancements in Voice Assistants
a. Integration with smart home devices
As the number of voice-connected devices rose in 2022, so did the technology that
powers these devices become more and more sophisticated. In 2022, Apple released the
iWatch Series 8, and with Voice commands using Siri, you can answer calls, read text
messages, ask for weather updates, and a whole lot more, using just your voice.
b. Advancements in speech recognition and synthesis:
2022 saw more and more sophisticated Voice chatbots that had advanced speech
recognition capabilities built in. We are only going to see more and more of these bots as
we move forward.

6. c. Increase in the popularity of virtual assistants
The reason for the rise in popularity of these virtual assistants is that they integrate easily
with our home devices. As more and more of these devices become “smart,” it is only
natural that we want to control them easily, especially with voice. Virtual assistants were a
perfect choice, allowing us to control everything from thermostats to lights and even the
television.
3. Advancements in Conversational AI
2022 was a significant year for Conversational AI. There were 3 major areas in which
improvements were made. These include:
 Multi-turn conversations
 Handling emotions and sentiment
 Dialogue management

7. Future Trends for Chatbots in 2023
While we saw how chatbots evolved in 2022, the future of chatbots is even more exciting.
Here are a few predictions we have on what 2023 and beyond will look like for chatbots:
a. Conversational AI will empower Virtual assistants
Virtual assistants, powered by Conversational AI, will be able to handle more complex
tasks. For instance, we envision a future where, based on your conversation with a virtual
assistant, the machine will gauge your sentiments and emotions to see if they are positive
or negative.
b. Continued advancements in Natural Language Processing
Chatbots are already good at understanding complex human conversations, and 2023 will
be the year that this trend will continue. Chatbots can understand more nuanced
conversations and respond in a much more “human” way. In fact, the responses will get
so good that, at one point, users may not even want to enable the “bot-to-human-handoff”
feature.

8. c. Deeper chatbot penetration in e-Commerce and Customer
service space
Chatbots will play a pivotal role in eCommerce companies increasing their sales by
helping customers find what they are looking for. Answering complicated customer queries
and providing round-the-clock support to customers will improve customer satisfaction.
Human agents will see AI and chatbots as not a threat to their jobs but rather as enablers
that help them get better at what they do.
d. Chatbots for payments will evolve
An interesting by-product of the COVID-19 pandemic was that more and more businesses
went online in 2020 and 2021. Chatbot driven payments are still in their infancy, but 2023
will be the year that this technology will gain more traction. Many chatbot providers will
also be able to develop robust payment integrations, and payment gateways like
Razorpay, Stripe, and PayU will make the lives of consumers and brands that much
easier.

9. At Kommunicate, we are envisioning a world-beating customer support solution
to empower the new era of customer support. We would love to have you on
board to have a first-hand experience of Kommunicate. You can signup here and
start delighting your customers right away.
Connect with us: support@kommunicate.io
Thank You