By : Arslan Nasir January 15, 2018 Comments off

Bots have become so pervasive that they are a part of the fabric of our everyday lives whether we completely realize it or not; they are becoming our personal assistants, helping us fight parking tickets, and communicate better with online brands from whom we buy. Companies are deploying bots at a faster rate than ever before to manage their businesses more efficiently. In a survey conducted less than a year ago, 80% of companies stated they had or would deploy a bot by 2020 to improve the customer experience.

As I look out to 2018. I think we will see that Chatbots will become full-fledged digital assistants.

At their core, chatbots can be set up to answer the most basic requests of customers, such as delivering order status updates, scheduling appointments, answering common user questions, and providing simple automated services during the hours when a business is closed. DoNotPay, which launched to help people in New York City and the UK fight parking tickets, is expanding its business to include transactional forms for maternity leave, landlord contract violations and even helping customers of Equifax sue the company for its data breach.

What is particularly amazing is that most of these chatbots are still stuck in the first grade in terms of their ability to handle complex conversation. After a game of 37 questions, you may be able to order a Pizza using its current Facebook Messenger bot. However, as companies like Interactions begin harnessing real machine learning and AI to automate complex customer dialogues, these chatbots will take on more and more life. We should just be able to answer one simple question “What type of pizza will you like,” and have our orders placed and ready for pickup or delivery.

As customers demand more simple digital conversations, companies will have to do more and more to maximize convenience, decrease costs, and improve customer loyalty. The challenge facing the bot industry will be striking the right balance between automation and human interaction during customer engagement.

As customers demand more simple digital conversations, companies will have to do more and more to maximize convenience, decrease costs, and improve customer loyalty. The challenge facing the bot industry will be striking the right balance between automation and human interaction during customer engagement.

Here are some for maintaining the ideal customer service-related balance between bot and machine:

Let the robots find the customer care service issues: Automating the detection of customer service matters across multiple social channels is a perfect job for the bots. This function requires enough intelligence for artificial agents to detect, but not the skill necessary for a nuanced human response.

 Enable AI to take a first pass at a response: In some cases, the bots have enough intelligence to create a response that is sufficient, so let them take an initial crack at responding to save time and money, and make the experience more efficient for customers.

 Have professionals review and edit: A trained customer care professional will quickly and easily see which responses are sufficient and which need to be edited with the finesse and flair of the human touch. They will infuse genuine humor and concern, which is something a bot is clearly incapable of doing.

While AI will start to manage elements of our lives in the next decade I don’t think it will completely replace human intelligence. There are some matters that are simply too nuanced for technology to handle effectively, with credibility. As we humans learn to co-exist in a world with bots, so too will the bots continue to co-exist in a world with humans.

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Categories: Chatbots

Arslan Nasir (administrator)

CEO at @mobylogix, Javascript enthusiast and Chatbots Expert. Humanizing the internet | Love talking about #conversationalUI #business #techs #ideas #messaging

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