Get on the ‘dumb’ bot wagon with Amazon, Apple, and Geico (VB Live)

Get on the ‘dumb’ bot wagon with Amazon, Apple, and Geico (VB Live)

AI-based customer service chatbots have often frustrated customers. But don’t dump the bot idea: simpler rules-based chatbots are easy to implement, easy to use, 99-percent effective in solving customer issues, fast. Around about 2016, AI-powered, natural-language processing chatbots were introduced as the next level in customer service, designed to slash support costs, boost customer satisfaction, and free up agent time for the more complex cases. And brands went nuts — tech giants, from IBM to Facebook, poured millions into their potential, following increasing consumer interest in messaging (and perpetual disinterest in making phone calls). The sky was the limit, when it came to what a chatbot could do for verticals from finance to retail to law. Disillusionment was swift, however — smarty-pants bots, designed to act as human as possible and do everything from crack jokes to make reservations, order tacos, and become a customer’s best friend, didn’t actually work as promised. Customers stopped using them; companies wondered where all their money had gone. Bots today are rules-based, designed to solve very specific problems, rather than chat customers up. They might be dumb, but they’re delivering on their promise: smart service and increased customer satisfaction. To learn more about why NLP-based bots drool and rules-based bots rule, hear about how companies like Amazon, Apple, and Geico are turning to lower-tech bots for higher-tech customer service, and how to get on board, don’t miss this VB Live event!

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AI-based customer service chatbots have often frustrated customers. But don’t dump the bot idea: simpler rules-based chatbots are easy to implement, easy to use, 99-percent effective in solving customer issues, fast. Learn more about why it’s time go all-in on the next generation of chatbots in this VB Live event.

Around about 2016, AI-powered, natural-language processing chatbots were introduced as the next level in customer service, designed to slash support costs, boost customer satisfaction, and free up agent time for the more complex cases. And brands went nuts — tech giants, from IBM to Facebook, poured millions into their potential, following increasing consumer interest in messaging (and perpetual disinterest in making phone calls). The sky was the limit, when it came to what a chatbot could do for verticals from finance to retail to law.

Disillusionment was swift, however — smarty-pants bots, designed to act as human as possible and do everything from crack jokes to make reservations, order tacos, and become a customer’s best friend, didn’t actually work as promised. Instead, they frustrated customers by losing the thread of conversations, misunderstanding intent, and not delivering against the promise. Customers stopped using them; companies wondered where all their money had gone.

But despite the disillusionment on both sides of the equation, the interest in chatbots hasn’t waned; the global bot market is expected to reach $1.23 billion by 2025. And the chatbot game has changed: Bots are stupid now — in a good way — and the level of customer…

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