When was the last time you were on a website and decided to give it’s chat feature a try, and within seconds “David” appeared to solve your problems? The chances are high that “David” was a bot.
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AI based chatbots are likely to be a greater part of future customer service. Kemal El Moujahid, lead product manager for Messenger Platform and M, at Facebook in a Business Insider article, described the potential of chatbots as “personalisation in scale” meaning the AI chatbots are equipped to address customers’ concern with tailored data of the customers available to them, in a fraction of time a human would take. However, chatbots are as powerful as the data they are analysing and this is where human capital comes into the picture for businesses organisations that have incorporated chatbots in their customer service operations. Beerud Sheth, co-founder CEO of Gupshup, a bot-building company, says that bots facilitate to abolish a human’s limited attention span, which acts as a key shortage in modern advertising and marketing.
Although I do like the interaction that human customer service representatives offer, I do feel that they fail to address problems efficiently and effectively in a timely manner. Apart from short attention span, the service quality is inconsistent with humans and that too varies from one person to another. The reason, I find the chatbots most appealing is because, it’s interaction with customers can be better controlled by businesses.
How have your experiences with AI chatbots been? Please share in the comments.