Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

How smart are AI chatbots today?

Blog
24th February 2017

Bots blog image 1

Last year Facebook launched a chatbot facility inside Facebook messenger. It created the ability for companies to offer artificial intelligence driven customer support 24/7 inside one of the most commonly used chat apps globally.

Chat was already a very popular and growing customer support channel, but the ability to combine chat with AI has created an opportunity for many brands to improve their support. In fact, the way that Facebook deployed AI on their messenger app allows for transactions, not just support. It’s possible to text a flower emoji and message like “send flowers to mother” and the 1-800-FLOWERS.COM service will go ahead and process the order.

But AI and bots are still in  their early stages. It’s easy to over promise with these new tools. Customers who think that they can have a friendly chat with a chatbot are likely to be disappointed. They are far from replacing human agents at this stage.

Venture Beat magazine recently published a feature on how brands can deploy chatbots and how customers can be convinced that they are worth using. There are several points made in the analysis, but in my opinion the two key points are:

  • Don’t over promise: when CNN offered a chatbot, that was supposedly able to answer questions about the news, it was soon ridiculed. The number of questions and topics is potentially endless – expecting an AI chatbot to debate foreign affairs was too ambitious. Ensure that your chatbot is focused on what you need it to do and make sure customers are aware  of the expected scope.
  • Use customer knowledge: customers expect brands to know them and to know their behaviour. This is even more so when using electronic systems like chat. Ensure your chatbot can learn and adjust responses based on the history of your customer.

Chatbots and AI are getting better, but they need to be deployed carefully. The system needs to be capable of improving, but customer expectations also need to be managed if you want the AI experience to be a positive one.

What do you think of the potential of bots and AI in customer service? Leave a comment below and let me know, or get in touch on LinkedIn.

 


David Turner
Article by: David Turner

News & Insights

Solution Designer
Service Provider
Technology Enabler
Blog
What should brands know about demographics and emotional connection?

For the third chapter of the Webhelp Disruptor Series, Webhelp takes a deep dive into the hot topic of ‘emotional connection’ and explore the following questions: ·        To what extent emotional connections exist between consumers and brands? ·        What forms an emotional connection? ·        How people behave if they are emotionally connected to a...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
#4 OneShot – Culture

Table of Content: A Word : Location A Figure: 32% stock market valuation for companies with a strong customer culture Three Opinions: Culture, what impact does it have on your performance? A piece of information: At Renault, design has become THE cultural priority. A Demo : Cultural...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
New Webhelp commissioned research reveals that customers will pay more, be more loyal and recommend brands they have an Emotional Connection to.

Data shows emotional connection increases consumer action To thrive in today’s competitive landscape, it is essential that brands cultivate an emotional connection with their customers, according to a new YouGov online survey of 2,013 GB adults. Commissioned by leading customer experience...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp raises £31,000 for charity partner Together for Short Lives

Generous Webhelp employees have raised an incredible £31,000 for Together for Short Lives, which was the company’s corporate charity partner for 2019. Led by their Engagement Ambassadors, they took part in some inventive, inspiring and fun activities to raise vital funds for Together for...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook