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:

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.

 


Leave a Reply

Your email address will not be published.Required fields are marked *


David Turner
Article by: David Turner

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Webhelp creates a buzz at Sheffield customer experience centre

Leading business process outsourcer (BPO), Webhelp, has announced a new partnership with Plan Bee Ltd, with the installation of its first ever bee colony at its customer experience centre in Sheffield. The importance of honey bees to food production has come into sharper focus recently, with greater recognition of the vital role that bees play in either pollinating the many vegetables and...

News
Webhelp to sponsor Josh Llewellyn-Jones’ Fitness Feats

    Webhelp UK, one of the country’s leading customer experience and business process outsourcers (BPO), has proudly announced its sponsorship of ultra-athlete and cystic fibrosis warrior Josh Llewellyn-Jones. It will support him through a series of remarkable fitness...

Blog
Tips to optimise your business’ cash flow

Lack of cash: all fashion brands are short of cash at some time or another. This was the reason for organising a workshop entitled: "Cash is king - How to optimise cash flow at each stage of your development". It was suggested by the Fédération Française du Prêt à Porter Féminin (French...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

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

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 terms and contitions 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