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For the better part of a century, customer engagement and support has remained largely unchanged; The channel for this lead generation process has undergone cosmetic changes, from post to phone calls to most recently, BPO’s.
But the underlying inefficient principle has remained; companies forcing themselves into the view of their consumers, crowding their airspace and inbox.
I’ll give you a step by step breakdown based on the most fundamental principles of AI/Chatbots.
The biggest difference between chatbots and humans at this point of time though, is what the industry calls empathy understanding.
Research has shown that the average American spends over five hours a day on their phone, with that number being higher for developing countries like China and India.
A majority of this time is spent on messaging applications, particularly on what is considered the “Messaging Big 4” (Whats App, Messenger, We Chat, and Viber), so much so that messaging has officially surpassed social networks (Facebook, Instagram, Twitter, Linkedin) in user count.
which proposed what is now called the Turing test as a criterion of intelligence.
Chatbots are typically used in dialog systems for various practical purposes including customer service or information acquisition.
”This article is the third in a four-part series called Chatbot 18. Now you know that regular Tropicana is easily available, but 100% is hard to come by, so you call up a few stores beforehand to see where it’s available.
Other articles that were published in this series can be found here:#1: Your first question is how much of it does she want? You find one store that’s pretty close by, so you go back to your mother and tell her you found what she wanted.
If this is your first post, I recommend reading the first three before getting into this one.
To understand how and why chatbots are so good at what they do; it helps to understand how the current system fails customers.
Most software engineers are convinced FAQ’s are some of the most hated customer support tools.