5 Things Research Tells Us about Chatbots

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Next-generation AI chatbots are almost not comparable to the kind of bots that were used as recently as 2 years ago. Even so, there is overwhelmingly positive research findings any CTO and CMO team should consider.

Chatbots are fulfilling a whole range of tasks in civil and private organizations and are encountered daily as people make queries by phone; browse on the internet or their social media. Their task seems to have taken over the menial jobs and they are particularly useful for organizations that need to proved support to clients and customers 24/7.

However, knowing all this may not be enough and some people want to know what research is revealing about chatbots.

Conversational AI

Conversational AI consists of two main types of uses. The first helps people complete certain tasks which range from finding information of public transport schedules to making doctors or restaurant reservations. The second is for conversational purposes, even though these come with more challenges because of the necessary learning of big data. Researchers point to the impressive improvements of conversational chatbots and how users from five countries have managed to have 20 billion turns of conversation on XiaoIce since 2017, and the average length of each is 20 turns. Both tasks are proving to be extremely popular, with task-oriented chatbots being easier to program. Software developers are facing the challenges of creating advanced conversational systems head-on in order to create advanced conversational systems that will offer social services or become virtual assistants.

Tourism development, jobs, and AI

AI is invaluable to understanding the needs of tourists, while it also solves many challenges to how the tourist industry responds to these needs. With AI, people are now offered real-time alternatives if necessary and they help the travel and tourism industry to optimize business processes and performances, leading to innovation, competitiveness, and sustainable development. AI for the tourism sector is structured, with the help of machine learning (ML) to offer predictive and perspective analytics, and with data collection, it continues to be trainable. AI applications in tourism have three valuable phases, planning, staying and evaluation.  All these phases include repetitive tasks, while they also need to be accurate and AI provides almost instant data processing. Recent research on how these effective processes will affect jobs shows that technology may be taking over some of the repetitive tasks; the human workforce will always be required in other areas of tourism, where the personal approach cannot be replaced by AI. Tourism experience, according to the study, is overall enhanced by AI and it leads to smart tourist development.

Chatbots in HR departments

The implementation of AI in HR processes has had varying levels of acceptance, with the top area of implementation being recruiting and hiring. Since all organizations want to be more effective and efficient, RPA can help them to streamline repetitive tasks. Up until now, most HR departments have used chatbots to address common questions, but have avoided applying tasks that entail deep learning to transform their processes. A recent case study argues that HR departments need to boldly apply the advanced abilities that deep learning and RPA offer so that chatbots can effectively retrieve data through back end applications to complete more specific tasks like candidate sourcing, training and development; and even predictive analytics.

Chatbots and government department services

The successful implementation of chatbots in the business sector prompted governments across the globe to implement AI technologies into certain departments. Initial reports show that they have had some extremely positive benefits like increased productivity, alleviation of the workload and created new employment opportunities. Their adoption however, has not exploited the full capabilities offered by AI capabilities. One of the biggest challenges for the government sectors is the development of AI applications with efficient management and developmental expertise. Challenges to implementations include opposition to replacing employees and in many cases the distrust of citizens of AI and chatbots.  In a recent study, it was shown that there can be a transformation of these attitudes if these chatbots are enhanced with advanced powers like NLP and ML to make them more effective and efficient in completing complex tasks and communications.

How physicians perceive chatbots

In a recent paper, the authors looked at the perspectives of 100 physicians in the U.S. about the use of health care chatbots. The study’s results were more positive in regard to the administrative processes that chatbots offer to physicians and their patients. Physicians showed that their major concerns were that chatbots would not be able to make a detailed diagnosis because of personal factors, and would not be able to sense the emotional aspects. They also fear that patients would use them to self-diagnose. On the other hand, they believed that chatbots do offer cost-cutting benefits, are beneficial for appointment scheduling, locating health services, and provide medical information. This support includes motivating and coaching patients and they can become a surrogate nonmedical caregiver.

Chatbots and AI are increasingly playing important roles in all sectors, cutting costs and freeing employees to work in more strategic areas.

Also worth reading: 

The new VERSION2 SnatcBot platform for bot building

Data-drive conversion strategy with chatbots

Avi Benezra on RPA – a full overview

RPA and AI Bots – what you should know

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