Integrating Chatbots
There was a time in which chatbots were only thought of as manmade pests on the internet, but through machine learning, they are getting smarter and businesses are embracing them en mass.

In 2018 and beyond, chatbots will play a key role in the future of customer service. Why? Chatbots can help achieve a faster customer service resolution, as well as provide quick histories of each customer for impeccable customer service. There are some key benefits that chatbots have over solely human interactions:

Giving 24/7 customer service: The great things about machines? They don't sleep! Coupled with the fact that chatbots are getting sophisticated enough to recognize human emotions such as anger, confusion, fear and joy. So should a chatbot encounter negative sentiments from the customer, they can seamlessly transfer to a human to take over and finish assisting the customer.
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The era of being 'on hold' is gone: A huge barrier to providing excellence in customer service is long wait times. How many times have you tried to get customer service from Comcast (or any TV/Internet provider) and you are getting progressively more frustrated with the wait times? This can all be eliminated with chatbots!
Quick access to customer data makes service more personal: One thing that humans will never be better at than chatbots is quickly digesting customer data and history to provide context to customer questions. Chatbots excel at collecting customer data from support interactions. They can serve as virtual assistants that can feed customer data to your customer service officers so they have a full history of each account quickly. Even though we are right at the start of chatbot adoption, there's no doubt that this technology is going to be a key contributor to business success in 2018.

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This emerging tool for businesses already has significant buy-in from thought leaders around the globe. In fact, Larry Kim, Founder of Wordstream, is all in on chatbots as he has started his own company where his bots are currently in beta. With this move, it will be interesting to see how businesses will leverage robots throughout other aspects of their business. The final trend we'll explore is Automation and how it affects businesses today.

Automation Now and in 2018
Though Machine Learning and AI are hot topics in the tech world, it is not to a point that small to medium size businesses can leverage it in the immediate future. But there is still hope for them with automation. Powered by the Cloud, this type of technology has already revolutionized Marketing and Sales workflows and interactions but it is also starting to touch the various other parts of a business. For example:

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