Chat trends, public expectations, business opportunities and a little chatGPT

Although we were a little sad by the end of the 26th episode, it's still worth listening to our latest NRC research & more episode, where we talked to Zoltán Molnár and Ferenc Sági, NRC research directors, about the latest chat trends, chatGPT and its partners, and the chat usage habits of the public, business opportunities, public expectations, customer experience and more.

Evolution of chat technology: trends and benefits for businesses and citizens 2021-2026

Chat technology has come a long way over the past decades, from classic SMS to apps running on smartphones to artificial intelligence (AI)-driven chatbots. IDC (International Data Corporation) predicts that by 2026, the use of chat applications and efforts to improve the customer experience will become increasingly important for businesses and the general public. Here are five chat trends that will come to the fore between 2021-2026.

  1. The spread of artificial intelligence-based chatbots

Chatbots are becoming increasingly popular and effective in companies' customer service activities. According to Gartner, 50% of companies will have a chatbot in 2021, and by 2025 this number could reach 70%. "Chatbots have the ability to support companies in a wide range of areas, from simple questions to more complex customer problems," experts say.

  1. The spread of voice messages in chat

Voice messaging is becoming more and more common in chat applications, and companies are increasingly using it. According to App Annie, by 2021, more than 5 billion voice messages will have been sent and received by WhatsApp and Facebook Messenger users. According to Deloitte's customer experience expert, "Voice messaging allows users and businesses to communicate faster and more effectively, which can improve the customer experience and reduce misunderstandings."

  1. The spread of video calls

The role of video calls has increased during the pandemic and with the spread of teleworking. According to the Ericsson Mobility Report, global video call traffic grew by 55% in 2021. Video calls have become an essential tool for teleworking and digital education and this trend is expected to continue. 

  1. The spread of group discussions

Group discussions are increasingly popular with both companies and individuals. Slack and Microsoft Teams, two of the most popular group chat platforms, will have a combined total of more than 25 million daily active users by 2021. Group chats enable companies to make faster decisions, operate more efficiently and improve internal and external communication."

  1. Emojis, stickers, gif

Emojis, stickers and gifs have become an integral part of communication in recent years. According to TrendWatchers, the most popular chat apps, such as WhatsApp and Facebook Messenger, now have built-in emoji, sticker and gif features. The use of emojis and graphics in chat technology allows for better expression of moods and emotions in messages. 

Summary and future developments

The chat trends 2021-2026 offer new opportunities and benefits for both businesses and citizens. AI-based chatbots, voice messages, video calls, group chats, and the use of emojis, stickers and gifs are becoming increasingly popular for communication. All of these contribute to improving the customer experience, which is an important factor for companies to remain competitive and grow.

In the future, we're looking forward to more innovations and improvements in the world of chat. Further advances in artificial intelligence and machine learning will enable the development of even more efficient and intelligent chatbots. Augmented Reality (AR) and Virtual Reality (VR) based communication tools could offer users a new experience. 

All of these innovations and developments will further increase the role of chat technology and online communication in our daily lives.It is important for companies to prepare their customer service operations for chat trends and to use these opportunities to improve the customer experience. AI-powered chatbots enable faster and more efficient customer service, while voice messages and video calls allow for more personalised interaction. Group chats can help improve internal and external communication, while emojis, stickers and gifs can add expressions to messages.

As well as improving the customer experience, chat trends can help companies to make their business processes more efficient and cost-effective. AI-based chatbots enable automation and process optimisation, while group chats enable faster and more efficient decision-making. Chat trends and developments between 2021-2026 will see increasing adoption and adoption by both businesses and the general public. And new innovations and developments will further increase the role and importance of chat technology in online communication and customer service.

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