Chatbots: Blessing or a Curse?


Chatbots play an important role in the discussion about artificial intelligence. With this article, we are dealing with questions regarding the strategic aspect of the integration of chatbots and an expert opinion on the phenomenon.

How do you implement a chatbot?

If you are thinking about integrating a chatbot into your business processes, the first and most important question to ask is: how should the user interface be designed? What do you want to use the chatbot for and what does the customer need? How will the customer use the chatbot later and what information should the chatbot be fed to meet the needs of the customer? Consider how integrating a chatbot creates added value before moving on to the next step. Sometimes it is wiser to integrate a chatbot in a frequently used app rather than a corporate website that has hardly any visitors.

What are the pitfalls of implementing a chatbot?

Think carefully about on which channels (social networks, instant messaging, company website, etc.) you want to integrate the chatbot. Try testing the chatbot first in a confined environment. Unfortunately, due to their novelty, there are no best practices for implementing a chatbot. Instead, each company has to evaluate the users’ experience and adjust as necessary. Embracing this new process requires courage, since mistakes are inevitable at the beginning of such a project. But it’s essential to gain insights from the learning process and examine the dialogue between customers and employees who monitor the chatbot.

Chatbots – Blessing or a curse?

Skeptics view artificial intelligence as a threat to jobs, noting the risk of being replaced by a machine. Supporters, however, argue that human beings aren’t becoming expendable, but are increasingly involved in the quality assurance process. Experts predict that artificial intelligence will have a great impact on the business world in two to three years, and are convinced that the continuous development of AI technology will make human vs. computer communication indistinguishable. The consequences remain to be seen, but even when considering the elaborate learning skills, artificial intelligence has clear limits: creativity and empathy. Both are unique traits of humans.

The decision to use chatbots or not and whether they are useful is up for companies to decide and test for themselves. One thing is certain: thorough preparation and dedication is extremely important.


Image: 1&1/Shutterstock

Category: Net Culture | Net World
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