Video: Google aims to embed AI-powered Smart Reply in every major chat platform
Although chatbot technology has been around for a while, many businesses do not include human validation to enhance chatbot interaction — and consumers are unhappy with chatbot performance.
In a survey conducted in late 2017 by Chatbots.org, 53 percent of 3,000 consumers, who had used a chatbot for customer service in the last year, found chatbots to be “not effective” or only “somewhat effective.”
US consumers were far harsher in their assessment of chatbots, with 14 percent rating them as not effective versus only 5 percent of UK consumers.
This is perhaps an indication that US consumers ask chatbots more complex questions than UK consumers.
UK-based text analytics specialists Warwick Analytics recently carried out a survey of over 500 chatbot owners and developers. Its findings showed that 59 percent of businesses that have a chatbot are unsatisfied with its performance.
The company provides machine learning technology to help maintain and improve chatbots using a human-in-the-loop platform called PrediCX, accessible via an API.
Lack of integration with human-assisted service was considered to be the biggest pain point in using virtual assistants.
Chatbot deployments that are disconnected from agent-assisted touch points caused major issues with consumers.
Fifty-nine percent (62 percent in the US and 55 percent in the UK) found that having to…