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AI Chatbots: Defining a New Form of Customer Service

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It is clear that AI has made a significant impact in the typical business operation, but how does it impact customer service? AI Chatbots have been able to provide more flexible responses to a customers question online. It allows for a more fluid and meaningful conversation for both the AI trying to obtain information and the customer asking the question.



Chatbots in Business

Today, chatbots are everywhere in the business world. It seems like everytime you go to a companies website, there is a chatbot ready to greet you the second you enter the page. Chatbots are your personal shopper, they send you notifications about a food order and they can even update you bank account balance. It is vital that we understand that this digital trend is on the rise. According to Juniper Research, businesses that are utilizing chatbots have the potential to save $8 billion by the year 2021 if they implement these software systems now. 

It is possible for consumers to run into a negative situation with a customer face to face, but can a chatbot meet the needs of customers without creating a negative impact? In a natural conversation, people use slang, joke around, and change their mind. It is difficult to tell whether an AI software would be able to pick up on these and connect on a personal level with the customer. This explains why Facebook messenger bots only have a 30% success rate responding to requests without a human having to assist the software. Although, AI is not capable of connecting with humans on a personal level yet, they still are evolving and have not reached their peak yet. At the rate of advancement with AI software, it is clear that they will soon be solving customer related problems without the need for human intervention. 

https://www.forbes.com/sites/delltechnologies/2018/12/13/to-bot-or-not-the-rise-of-ai-chatbots-in-business/#21297cd375d2



The Turing Test


The key to the future of AI chatbot technology is to construct a machine that can mimic and understand human behavior. In essence, we call this the turing test. The turing test is what tests the ability to display human characteristics and intelligence in a machine. No machine has ever passed the turing test, but engineers are constructing machines that are becoming increasingly close to passing. The results of passing the turing test will lead machines to be able to create a better user experience that will embellish significant value for businesses and customers alike. 


Chatbots have a long way to go before they have reached their full potential. Engineers are investing billions of dollars into this research and to advance the software of AI machines. The question is, are companies racing to develop the most efficient chatbot that will help their company strive to provide better end user value than their competitors? Where will we be in just five years with chatbots? What new problems can these machines solve in the work place? As the chatbot industry continues to develop, it is clear that it will become more vital to a companies success in how a business and customers interact with one another. 

https://www.toptal.com/insights/innovation/chatbot-technology-past-present-future

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