Why is there buzz surrounding chatbots? Decades ago businesses started building websites, now they will start building bots. Shah explained, “What 1997 was to Internet and browsers, 2017 is to bots.” The shortest time between a customer question and an answer will be a bot. Every website is trying to get customers and answer questions from a business perspective, and this can complement search for websites.
According to Shah, there are two reasons chatbots have changed technology recently:
Advances in AI and machine learning have made natural language recognition much better. In present day, there are bots with some semblance of Natural Language Understanding.
Messaging is taking off, and it’s not just consumer phenomenon. Think about in your current job using messaging apps such as Slack, Facebook Workplace, etc (The majority of the room raised their hands when asked if they use these). We as professional workers are spending more time on messaging apps to do work. And since people are already used to interacting with people, it’s not different having to interact with software.
Chatbots gave us a new interaction model with the conversation. Well done mobile apps embrace the constraints, but well done bots embrace the conversation.
How can you get started with chatbots? According to Shaw, try some bots and get a feel for where things are headed. In case you’re not familiar, we offer Watson Conversation, where you can build a chatbot in 10 minutes. Check out Watson Conversation here.
Hubspot Academy also has a cool Watson plugin. Try it out here.
While chatbots continue to grow in popularity, businesses often overlook important issues related to morals and ethics of chatbots and AI. Customers need to know when they are communicating with a machine, and that brands will protect their privacy and data in today’s interconnected world.
Call centers are falling behind expectations as consumers increasingly expect a consistent and cohesive brand experience across channels. Integrating AI and chatbots can help transform your customer service operations from voice to digital, delivering seamless experiences across channels. Attend our Virtual Summit to learn more.
We're excited to announce new changes to the Watson Tone Analyzer service that reflect user feedback. Three key changes include removing social tones, combining anger and disgust tones and outputting only dominant tones for text. These changes are active as of September 25. Learn more.