July 3, 2019

Can Customers Tell Your AI Chatbot Isn't Staffed By a Live Person?

There’s never been a better time than now to start and grow a business. With so many tools available to help you at every stage, all you need is a viable idea.

Speaking of tools, one business tool that has helped many brands take care of business is a chatbot. However, some brands are hesitant to embrace this technology for fear of losing their human touch. Which leads us to a rather interesting question - can customers tell your AI chatbot isn’t staffed by a live person

Well, that’s exactly what we want to discuss today. But first…

What is a chatbot and why is it important to you and your business?

In its basic form, a chatbot is a computer program that that is designed to simulate human conversation via voice or text communication. 

Chatbots can be used in business to engage with customers, lead them along the buyer journey, and help them with queries among many other things. Because of their speed and efficiency, they help give customers a good experience with your business.

How do chatbots work?

Chatbots have been around for a long time and were mainly programmed to answer queries by picking certain keywords in a conversation. This is can lead to a chatbot getting stumped in the event that a customer misspells some words.

Enter AI-powered chatbots.

Thanks to rapid and revolutionary advancements in the fields of machine learning and artificial intelligence, chatbots have evolved. AI-powered chatbots have become powerful machines that go just beyond using keywords. By harnessing data and leveraging natural language processing (NLP) or natural language understanding (NLU), AI chatbots are better able to understand human speech and typed text. This has made it possible for these powerful AI chatbots to understand user intent, thereby enabling them to give relevant answers.

So, with all these advancements in chatbot technology, will your customers be able to tell that your AI chatbot isn’t staffed by a live person?

Can customers tell your AI chatbot isn't staffed by a live person?

Thanks to the way AI-powered chatbots use NLP, it has become difficult to tell the difference between a chatbot and a live chat agent. This is because AI chatbots converse as fluidly and as intelligently as a live person - sometimes even better.

Machine learning has also made it possible for chatbots to function without needing to reference keywords as they become more knowledgable about a customer's needs with each conversation. This means, just as in a conversation with a live person, the conversation builds upon what has transpired. 

So, the answer to your question is that it is quite difficult for customers to tell if your AI chatbot is staffed by a live person. 

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