They can be deployed faster, are cheaper to build and are often more than adequate for the task at hand, while an AI bot could be “overkill.” While logic would dictate that the more sophisticated technology would win out, some surveys have shown that rules-based chatbots are still the more popular choice. (In this case, the bot might ask, “Are you sure you want anchovies on your vegetarian pizza?” just as a human would.) This simplistic example makes the salient point: rules-based chatbots don’t attempt to think or interpret, while bots that incorporate artificial intelligence do. Therefore, if the consumer wants to order a pizza but doesn’t want the standard assortment of toppings, the rules-based bot may not be able to understand the order.ĪI chatbots are not dependent on rules, but rather on interpreting what the customer wants. There is no room for context or lack of precision. While the original, rules-based bots are fine for simpler tasks, they are dependent on the rules, or instructions, that are built into them. And, of course, chatbots are no longer limited to just text, with Google Assistant and Amazon’s Alexa prime examples of chatbots that actually chat.Īrtificial intelligence is rapidly evolving, and chatbots are evolving with it. The magazine further reported that 80 percent of decision-makers polled in a Oracle survey said they plan to implement chatbot technology by the year 2020, with 42% of those saying that chatbot technology will become a part of their sales and marketing efforts.Ĭhatbots can also act as standalone applications, like Instalocate (real- time flight status chatbot), Meekan (time management and scheduling collaboration), and Gymbot (health and fitness tracking) just to name a few. According to Business Insider, 67 percent of consumer respondents to a recent survey conducted by LivePerson said they had used chatbots to augment their customer service departments.
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