Chatbots: curse or blessings?
Chatbots feature prominently in the discussion around artificial intelligence. We have written about specific use-cases previously and how these computer-based assistants are created. The following article outlines the strategic implications of integrating chatbots as well as what the experts think of this phenomenon.
Where to start with a chatbot implementation? If you are thinking about integrating a chatbot into your business process, the most important question to ask yourself before you start is: what do I want to use the chatbot for and what do my customers need? Secondly, how will the customer use the chatbot and lastly, what information should the chatbot be given to meet this need? Using a chatbot is only useful for a business when it adds value. Therefore, you should consider where its integration generates the desired added value. For example, it is much wiser to implement it in a commonly used app rather than on 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. As a first step, use the chatbot in a confined testing environment. Due to the novelty of chatbot application there is no common experience or rules for the implementation of a chatbot. Therefore, each company has to gain its own experience with this technology and evaluate the user’s acceptance along the way. To embrace this new process requires courage, because making mistakes is inevitable at the beginning of such a project. Essential in this learning process are the insights gained from the dialogue between customers and the business that monitors the chatbot.
Chatbots – curse or blessings? Critics see the development of artificial intelligence as a threat to jobs. Supporters of the use of chatbots argue that human beings are not becoming expendable in the processes, but are instead increasingly involved in the process of quality assurance. Nevertheless, experts predict that artificial intelligence will have a great impact on the business world in two to three years. Furthermore, they are also convinced that the continuous development of the technology means that in ten years we will hardly be able to distinguish whether or not we are communicating with a human being or a computer. It remains to be seen what consequences this will have. Even when considering its elaborate learning skills, artificial intelligence clearly has limits: creativity and empathy. Both are unique traits of humans.
Every business has to decide for itself, if and how they should use chatbots. Whilst obstacles remain, one thing is certain: informed preparation and focus regarding the topic is vital.