Story image

‘Human-like’ chatbots may change the way we shop

Smart bots may change the customer experience in the near future but improvements are still needed, according to GlobalData.

While many businesses are already using voice-controlled interactive bots like Apple Siri, Amazon Alexa, and Google Assistant, companies are testing bots that are smarter with human characteristics in response to consumer preferences, according to GlobalData, a data and analytics company.

People like that bots are quick but a study from data company Amdocs last month showed that the current generation of chatbots lacks the intelligence and emotional awareness to address complex service and support issues.

The study confirmed that chatbots cannot handle complex requests, furnish personalised offers as well as humans, and understand human emotions.

John Byrne, GlobalData Technology Analyst says, “The emerging generation of smart bots are designed to emulate human communications by using AI to improve recognition of human sentiment and understand natural language more accurately.”

Service providers can then use these chatbots to provide a much more intimate customer experience, anticipating and addressing customer needs in real-time, and enabling operators to compete more effectively with internet juggernauts such as Amazon, Google, and Facebook.

Byrne continues, “The frustration from customers over the current generation means they have an opportunity to leap over the popular web brands and offer a more compelling bot experience than users are accustomed to.”

However, the opportunity is likely short-lived for these operators, as the existing players are also working to improve the bot experience for their customers.

At the moment these bot interactions in my experience are still strikingly frustrating and infuriating. 

Thus, serious improvement would be needed for these to truly begin to enhance customer experiences.

GlobalData’s says that their mission is to help their clients decode the future to be more successful and innovative across a range of industries, including the healthcare, consumer, retail, financial, technology and professional services sectors.

Why 'right to repair' legislation could be a new lease on life for broken devices
“These companies are profiting at the expense of our environment and our pocketbooks as we become a throw-away society that discards over 6 million tonnes of electronics every year.”
Attacks targeting Cisco Webex extension explode in popularity - WatchGuard
WatchGuard's Internet Security Report for Q4 2018 also finds growing use of a new sextortion phishing malware customised to individual victims.
SAS partners with NVIDIA on deep learning and computer vision
“By partnering with NVIDIA, we combine our strengths to augment human intelligence and realise the true potential of AI.” 
Why businesses must embrace automation to ensure success
“For many younger workers, the traditional view of a steady job at one company, perhaps for life, simply doesn’t reflect reality."
Dropbox invests in hosting data inside Australia
Global collaboration platform Dropbox has announced it will now host Australian customer files onshore to support its growing base in the country.
TYAN unveils new inference-optimised GPU platforms with NVIDIA T4 accelerators
“TYAN servers with NVIDIA T4 GPUs are designed to excel at all accelerated workloads, including machine learning, deep learning, and virtual desktops.”
Worldwide spending on security to reach $103.1bil in 2019 - IDC
Managed security services will be the largest technology category in 2019.
How Cognata and NVIDIA enable autonomous vehicle simulation
“Cognata and NVIDIA are creating a robust solution that will efficiently and safely accelerate autonomous vehicles’ market entry."