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The Dilemma of the Chat bots

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CIOInsider Team

For most of the people, Chatbot or Artificial Intelligence (AI) is the voice of woman coming out of Siri, Alexa or Google. Those interactions can be straightforward, like asking a bot about weather report, or more complex, like having one troubleshoot a problem with internet service. Chatbots are like personal assistance that actually assists user. They also listed chatbots with different names as talkbot, chatterbot, Bot, IM bot, interactive agent, or Artificial Conversational Entity. Chatbots serves as information providers, data porters, digital butlers and consultants.

Eventually, the idea of chatbots appeared first in the 1960’s but after more than a century, the world was ready to accept their implementation into the real life because of the rapid progress in natural language processing, AI, and the global presence of text messaging applications. The tendency in the communication technologies indicates that the text communication became the socially acceptable form of personal interaction. People increasingly prefer chatting rather than personal contacts or even making phone calls. Social bots or messengers’ chatbots are the latest social media chatbots created by Microsoft, Facebook, Google,

Amazon, IBM, Apple, Samsung etc. They have expanded access to their Messenger service, giving businesses the ability to reach customers better through different APIs. The main idea of these chatbots is to reduce human pain and work.

As Bots are great for the occasions like simple questions: “I know what I want, give me the answer as quickly and conveniently as you can.” Yet the dilemma is consumers don’t know exactly what they want. They want to browse for offers and a conversation is not the best way to go about that task. They want to be wowed, convinced, surprised; they want visual and experiential appeal from the company that they might do business with. Bots cannot easily give them this. Furthermore, if customers need something frequently, they prefer an app not bot. Those apps engage customers with brands, the more they tend to want a rich and satisfying UI coming with it, which a bot cannot provide. And adding new features to messaging frameworks, such as catalogues and images, will make them too similar to existing mobile solutions without providing the additional value and getting right to the answer to a question on the customer’s mind. So if we bring together dilemma become obvious as marketers strive for a rich experience, and complete control over it, but a conversational interface alone makes for a somewhat poor experience. Bots have attracted marketers, yet marketers don’t know where bots work best.

As you go down the road, customer service is the area where bot developers can flourish as there bot has clear value proposition in the contact centre, from reduce cost through automation to improve customer experience 24/7 quick access to basic information. Chatbot Developers focus on customer service automation where they ask frequent question after purchase. Chatbot offers smart products which increasingly influence on the space of comprehensive reality and also implementing AI to detach themselves from mere algorithms and become adaptive. Even the project on chatbot named Dartmouth Summer Research Project on Artificial Intelligence deals with the simulation, imitation and automation of human mind by machines / computers / computer programs. Overall, Chatbot is still in the budding stage, and eventually, it will get better in understanding natural human languages. And with time we may be assisted in all possible ways we want by an automated system like Chatbot.

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