Connect with us

Hi, what are you looking for?

The American GeniusThe American Genius

Tech News

Why chatbots may never fully catch on

(TECH NEWS) We’ve cheered on plenty of chatbots in the past, but the truth is that chatbots aren’t always all they’re cracked up to be.

Ah, the chatbots. Why talk to a human being when you can send countless messages into the void and receive canned responses in return? Due in part to the convenience and potential for free engagement, we’ve supported iterations of this unnatural evolution of the automated call center in the past; however, there are a few reasons why chatbots may never fully catch on.

The main difference between a chatbot (e.g., the kind of automated message you may find on a tech support site) and something like Siri is that chatbots, for all their portrayed eagerness, don’t do much outside of addressing specific questions with specific answers.

Where a true AI suite like Siri or Alexa can learn and respond accordingly, chatbots are doomed to stay within their glorified voicemail-esque confines.

Of course, the main incentive behind using a chatbot is to simplify your resulting interaction with a customer: if the chatbot is able to identify the main concern or query on the customer’s behalf, it saves you time and mutual frustration. In theory.

Advertisement. Scroll to continue reading.

Unfortunately, customers are statistically more likely to click off of your page or service before they even receive a second message from the chatbot than they are to follow through.

Chatbots can also be extremely confusing to navigate, making them tedious and clunky to “talk” to, and their limited responses can quickly aggravate hurried or less-tech-savvy clients.

Whether you’re using a chatbot to automate the filtering process or simply gather some more information, you can assume that the chatbot isn’t always saving you as much time as it’s costing other people.

Ultimately, it seems that chatbots aren’t saving you time, aren’t providing a hospitable environment for customers, and aren’t contributing much in the way of useful analytics — so why are we still using them?

Frankly, a multiple choice form or a blank text box in the middle of your website’s landing page might better serve inbound customers; giving folks a few choices and an option to explain in further detail their problem will give you all the same information with the added benefit of not having a confused, angry client to deal with at the end of the process.

Advertisement. Scroll to continue reading.

Beep boop bye.

The American Genius is news, insights, tools, and inspiration for business owners and professionals. AG condenses information on technology, business, social media, startups, economics and more, so you don’t have to.

1 Comment

1 Comment

  1. Pingback: Why chatbots may never fully catch on – SocialNews

Leave a Reply

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

Advertisement

The
American Genius
news neatly in your inbox

Subscribe to our mailing list for news sent straight to your email inbox.

Advertisement

KEEP READING!

Tech News

Get a first look at upcoming tools and tech with Google's new AI Test Kitchen, a curated space where users can try out beta...

Tech News

If you have files on Amazon Drive, the service is being sunset soon - better back those files up.

Tech News

If you open Gmail today, things might look and act differently, but the changes are being well received - here's what's new.

Tech News

Tech companies like Slack, JPMorgan, and Zoom are more open to hiring those with criminal records. Why should you follow their lead?

The American Genius is a strong news voice in the entrepreneur and tech world, offering meaningful, concise insight into emerging technologies, the digital economy, best practices, and a shifting business culture. We refuse to publish fluff, and our readers rely on us for inspiring action. Copyright © 2005-2022, The American Genius, LLC.