Podcast: Play in new window | Download
The last thing many of us want is to have to talk to another robot. In some instances, when they are effective, it may be better than waiting on hold. More often than not, you’re left shouting into the phone, “I want to talk to a real person”.
Well, the robots now have their electronic eyes set on text messaging. While there are laws in place to prevent unsolicited marketing texts – so I presume there will need to be an explicit opt-in – these fake people are going to start invading our direct interpersonal communication lines. It’s all in the name of convenience and the bottom line. The chatbots, as they are called, offer business scaleable first-tier customer service and engagement, and a customer can then be forwarded to a real person if needed.
These can amount to useful tools in retail, travel, and even health care – simply delivered by the available means of a text message – but there is something to be said for the frustration of only being able to interact with a recorded voice interface or an app that does not work as it is supposed to. There is great potential for making customers angry. The chatbot age is upon us; we can only hope they will be used for good…
Knowing corporate morality, we should probably be weary!
Kristina Podnar at CMI breaks down the facts on Chatbots in THIS ARTICLE