major recent developments of interactive digital media industry
1. Instagram is a Hit with the Kids
The rapid rise of Instagram has seen it surpass one billion users, which is a remarkable achievement. This means that it is one of the fastest growing social media platforms, with the majority of its user base being the younger demographic. One potential issue that marketers should keep in mind is Instagram's recent decision to remove the like feature from the platform. Many influencers have expressed concern about this move. While this may lead to an increase in content quality, many users may leave the metrics elsewhere on the platform for the sake of vanity.
2. Chatbots will dominate customer service
Chatbots are artificial intelligence (AI) software that act as virtual 'concierges', communicating with users and helping to accomplish goals. Chatbots interact with humans in a natural way, primarily through the use of text chat windows, but can also engage in some simple interactions. Over time, as the system gathers more data insights, the AI learns more and more about the customer, enabling it to deliver a constantly improved service.
Throughout 2018 and 2019, chatbots are playing thousands of roles on Facebook for different tasks. Bots allow users to get personalised, focused interactions without pulling too much from limited human resources.
80% of businesses claim they want to start using chatbots this year. Examples include 24-hour service, immediate response to customer queries and no need for breaks, holidays or overtime pay. One survey proved that 43% of consumers prefer to send messages to an online chatbot when communicating with a brand, rather than calling a customer service centre.
