Why chatbots at virtual service desk?
In today’s fast-paced life, no one has the patience to hold on to a customer service call for several minutes. No one likes hearing, “Your call is important; please stay on the line” or “all our executives are busy at the moment; please wait”.
Convenience is a key component of customer experience (CX) and even a single case of negative customer service experience drives away a potential and valuable customer from a company. To overcome this, one of the fastest growing companies in the world is coming up with chatbots to serve at their service desk.
According to Mark Zuckerberg, CEO of Facebook, “Messaging business has to be like messaging a friend.” It is also said that the best CX chatbot is one which that the customer cannot identify as a human or a computer. This can be achieved by passing the Turing Test.
What is AI’s role in a chatbot?
The AI aspect in a chatbot is based on machine learning. It is known as Natural Language Processing; it has the proficiency to understand a conversation and mimic human speech. An artificial intelligence (AI) agent in a chatbot achieves the goal through the ‘sense-think-act’ cycle. In this cycle, the information we type/speak is sent to the agent and the information is then converted to machine language. It further continues to mine relevant data from stored information of the knowledge base and updates the newly gained knowledge to make a decision.
The final step is decision-making and during this process, the more intelligent chatbot prepares a few steps ahead for an expected series of questions and then modifies its decision per need. Later, the decision is turned into an action in form of text or voice chat.
How to measure the intelligence of a chatbot?
The intelligence of a chatbot is evaluated on the basis of NLP and its understanding of information even when you construct it in an incorrect way. The other important intelligent factor of a chatbot is memory; it should be able to remember who you are and respond accordingly. Just remembering is not enough; it should learn the pattern of your choices, issues, likes, and routine. For example, in online retail portals, chatbots must remember and recall your preferences of color, size, brand, etc.
However, AI and conversational skills should go hand in hand for a successful chatbot. The conversation has to be more interpersonal. Language crafting and conversation scripting skills are considered the heart of a chatbot’s UX design.
What is the current challenges with chatbots?
Chatbots can help in solving various customer problems, but sometimes, the problem itself arises from a chatbot. One of the major problems in a chatbot is that it cannot think contextually.
Chatbot being unable to understand the context when asked for menu
AI has made life so easy that it also has its disadvantages; it memorizes all your personal and bank details when you place an order online with the help of a chatbot.
Imagine telling Google assistant, “Ok Google, order me a backpack” and it proceeds to order with your existing bank information. But this can be done even by a friend or a stranger who has your mobile phone. An authentication (like voice/fingerprint/signature) process has to be factored in before proceeding with any of the bank transactions to avoid cases of fraudulence. These problems will be addressed very soon with further development of AI.
What is the future of chatbots?
Eventually, the goal of a futuristic chatbot is to be able to interact with users as a human does. As the saying goes, “the best interface is no interface.” Voice chat is trending with the introduction of smart speakers like Amazon Echo, Google Home, Apple Homepod, etc.
The shift is happening from NLP to NLU, and so the focus is on allowing machines to have a better understanding of the user messages. The advantages of using a CI is to increase the user attention by providing the information progressively based on the user’s previous inputs as an option.
The only matter of concern is how chatbots accomplish the emotional intelligence of the humans for whom they are made. A chabot at a virtual service desk, with the help of AI, should be able to develop empathy for its customer in order to help and interact according to the mood and the need of the conversation.