ARE BOTS USER-FRIENDLY?

AI, BOTS, machine learning, Technology / By Shirel Berchowitz / April 9, 2019

Bots are a commonplace within brands and businesses, who are trying to implement bots as a method of customer engagement and increasing sales. Within the last year, almost every major brand has an experiment bot or live bot. It strikes comparison to the app store, everyone needed to have an app, now everyone needs a bot in some shape or form.

However, a single version of a chatbot or bot can never satisfy every industry and that is why there are many different bots built with unique characteristics, capabilities, knowledgebase, terms library, and workflows. The beauty of a bot is that it has the ability to learn on its own.

In other words, a bot’s user-friendliness is all dependent on if you are utilizing the correct ones. In the present day, bots are starting to be seen more as “agents” similar to human ones- which need to be hired, measured, managed and fired, just like people do. Therefore, if a company were to implement industry-specific bots they would need to be user-friendly. Bots can be used in many different industries and it is assumed that a bot-driven future wouldn’t necessarily mean less manpower.

Yes, with the assistance of machines, humans are able to do more and together man and machine can achieve more than they could alone. The most common example to exhibit this would be customer service chatbots. When a company is faced with a customer query, a virtual assistant attempts to provide a list of various responses. Modern chatbots are simply digital assistants that deliver specific results through a conversational interface. However, it is those bots with high personalization that will change the face of every industry as we know it.

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