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Improving the efficiency of Chatbots

The growing presence of Chatbots - and how to make them more efficient

We are to a very large extent already living in the Origin world of Dan Brown because artificial intelligence in the form of Chatbots and other computerized things is already everywhere. Chatbots are fully capable of conversing with their human counterparts and to accomplish a whole range of tasks such as to order pizza, checking the bank account balance, book a flight and many similar tasks and the remarkable thing is that most people never even stopped to consider that we are increasingly depending on a software application to help us with our everyday tasks. They are however that part of the population that seem to be averse to things such as Chatbots. In fact it now appears that more than half of online consumers in the US is convinced hat frequent interaction with Chatbots may have a detrimental impact on their quality of life. Many of those consumers are openly anticipating extensive problems when they are forced to interact with Chatbots and many of them are openly skeptic about the abilities of Chatbots and they doubt whether these devices will be able to meet their expectations.

Dealing with people’s objections

 

The current feedback from consumers is not painting a very attractive picture. And when sifting through all of the comments which was received it soon appears why. Even though Chatbots is incredibly intelligent devices, they simply do not possess full human capabilities and at this point they do not have the technologies to effectively contextualize information which is something which is critical in all human dialogue. However when it comes to relatively simple questions or tedious and routine tasks then these Chatbots are extraordinarily efficient. The problem arises when humans have complicated issues which requires skillful and professional assistance which may requires elements such as empathy or the basic ability to reason, then the shortcomings of Chatbots become glaringly apparent. People are slow to accept change, that is a historic fact and therefor it is not surprising that research has shown that over 70% of US consumers prefer to deal with a human being rather than any other form of artificial intelligence.

Companies are already heavily committed

 

 

A lot of infrastructure is already in place in many businesses to deal with the expected increase in the use of Chatbots and other forms of artificial intelligence. Therefore the problem which is facing them is to overcome the current resistance that people are showing towards artificial intelligence. Apparently emotional quotient is going to be the deciding factor as far as company brands is concerned. Emotional quotient or EQ is simply the ability which intelligent creatures has to notice an individual’s emotional state and then to respond correctly to that situation. Some of the things which is not negotiable as far as consumers is concerned is efficiency, adaptability and excellent problem solving skills and these are the things which AI powered devices will need to have in order to have a reasonable chance to satisfy consumers. When discussing EQ in Chatbots only 22% of respondents were off the opinion that these AI devices are superior to human beings as far as EQ is concerned. There are already tremendous research operations in place and companies are rapidly progressing in their endeavors to create Chatbots which will be able to interact with consumers in such a way that the consumer will be able to make a very human connection with their brand.

Endless possibilities

 

New products are continuously emerging such as the virtual assistant known as Julie which is designed and manufactured by Amtrak. This virtual assistant has the purpose of helping visitors to the company website to navigate more effectively. This virtual assistant is even able to answer basic questions and to point users to other useful sources which can be found on the website. According to collected data Julie will answer approximately 5,000,000 questions annually and according to the company things seems to be going extraordinary well because the company has benefited tremendously from the services of this virtual assistant. There is also Casper which is known as an Insomnobot. This creature is described as a friendly entity which can apparently be easily distracted but it is capable of using humor quite successfully and even though many people which has experienced good old Casper consider him to be somewhat weird, there are still plenty of insomniacs who would rather have Casper especially late at night when struggling to sleep.

A personalized shopping buddy

 

There will certainly be some consumers who might be able to benefit from a personal shopping buddy as has been determined by H&M. This global fashion company have a Chatbot which has been programmed to help mobile customers find various kinds of outfits based on specific information relating to their style preferences and gender. In the event that the customer does not like a suggestion which is made about a specific outfit the bot will simply provide an alternative suggesting. As soon as it becomes apparent that the customer has made a decision the Chatbot will even provide assistance with the purchase process. There is an endless list of things which most humans find tedious and even exhausting which will be especially suitable to be entrusted to Chatbots. There are many of these small tasks such as finding the correct outfit, dealing with things such as insomnia or planning a trip which can typically be stressful, boring and exhausting and their experiences can deteriorate depending on the present mood of the person in that situation. There are those times when consumers encounter situations which will require vital decisions especially when purchasing appliances, property, a new vehicle or some type of insurance and in such instances they require sufficient amounts of EQ when dealing with Chatbots.

Conclusion

 

There is ongoing research taking place and businesses are considering every angle and they are also trying to accommodate a wide variety of consumers. However according to a study which has been conducted more than half of all consumers interviewed still feel that it will be better to maintain a combination of both humans and AI devices when it comes to the issues of consumer support. This leaves businesses with the interesting problem of finding a way to ensure that their AI devices will be able to meet the particular expectations of the customer in an attempt to increase sales and profitability in that business.

Avi Ben Ezra

Avi Ben Ezra is the Chief Technology Officer (CTO) and Cofounder of SnatchBot and SnatchApp (Snatch Group Limited). He leads the Group’s long-term technology vision and is responsible for running all facets of the tech business which includes being the architect of the platforms and UI interfaces. Avi has proven tech track record and 15+ years of demonstrated career success developing tech initiatives of organizations of varying size and scope. Avi possesses in-depth experience in developing digital market places within Fintech and AI.
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