With internet technology becoming more diverse and widespread each day there is an immense need to regulate and stimulate it. The stimulation is required for effective data collection from the huge consumer base. Millions of bytes of data are transferred between internet users who use it as a medium of communicating. Facebook, Twitter, Instagram, etc. are increasingly being used by thousands of new users from across the world.
Apart from interpersonal communication, the internet is also an excellent way for companies to stay in touch and updated with customer feelings and grievances efficiently. Social media platforms, such as Facebook, Twitter, LinkedIn, etc. are integrating advanced technology to collect, assimilate and analyze the huge volume of data generated by the millions of social media users. With artificial intelligence (AI) being increasingly adapted to serve numerous types of industries today, it has found an immense use for automated online response generation.
AI chatbots, short for artificial intelligence chat robots, has become a popular technology since 2016, after having remained an obscure technological advance earlier. However, recent events have pointed out that the excitement for this new technology seems to be premature. Microsoft introduced its own chatbot, Tay, in March 2016 to much fanfare. However, its mysterious racist and genocidal rant soon after it was deployed raised more than a few eyebrows, before it was pulled down hastily by the technology giant. Despite this setback, Microsoft is confident that its chatbot can be easily integrated into numerous other industrial sectors for delivering automated customer support.
What is an AI Chatbot all about?
An AI chatbot is software which is designed to perform a specific task automatically. Its main function revolves around generating and stimulating human conversation. This advanced technology uses machine learning systems to catch on to conversations, which allows it to sufficiently mimic human conversational abilities. It is programmed to react and respond to spoken/written queries to deliver the end service.
This innovative UI (user interface) uses advanced APIs to connect with numerous data sources and can deliver service/information on demand, including breaking news, weather, etc.
Why Chatbots Fail?
Although messenger bot technology is one of the hottest topics in numerous industries, there is still a need for refining this technology before it can be used successfully.
The thought that this software allows you to automatically perform one-on-one conversations without human intervention has captured the attention of numerous small and large companies today. However, there is an immense improvement which is needed in this technology before it can be deployed and integrated at a larger scale online.
There have been several instances in the news in recent past which highlight the failure of AI chatbot to successfully hold a human-like conversation.
Check out these main reasons why an AI chatbot tends to fail:
1 Lack of access to efficient AI
Chatbots are able to respond on detecting certain keywords relating to a particular topic. A chatbot is not actually intelligent but follows a decision-tree logic programming. Using this, the bot messenger is able to respond to the user’s query effectively.
The efficiency of any messenger bot mainly depends on the patience and thoroughness of its designers and developers. The more varied the keywords that the chatbot can identify, the more versatile kinds of conversations can be stimulated by it. There is still a vital need for integrating bots with natural language and linguistic learning capacity for refined responses.
2 Premature technology
Ideally speaking, every new technology has to be successively refined, based on testing and user experience, to become truly useful and effective. With AI chatbots the excitement has been so hyped that increasing numbers of brands have started to integrate this technology into their services but are experiencing frequent failures with it.
The rush to use technology, without it being developed into its optimal form, has unseen adverse affects, such as chatbot fails.
3 Lack of transparency
Successful messenger bot technology has one thing in common that it lets the end-user know they are talking to an AI system. Transparency with the end-user results in better service as the user’s expectations is realistic. Even though your chatbot might seem human to chat with, it builds trust with end-users (customers) when they know it is one of the many efforts of your company for better customer service.
Therefore, the main reasons why an AI chatbot is failing today are:
- They lack engaging personalities.
- They cannot understand the context of conversations effectively.
- Companies fail to inform user’s they are chatting with a chatbot.
- They are unable to relate to humans.
- Have limited analysis and problem-solving capacities.
- Promotional bots are considered extremely annoying by users.
Can AI Chatbot replace conventional Customer Care?
AI chatbot, when refined further, can successfully handle almost all types of customer queries for companies. As this technology advances further, the functions of the messenger bots will get more refined, thus making them efficient at customer care. Brands and companies need to be patient and choose carefully before they select a chatbot to be integrated into their functions.