People who are enthusiastic about automation talk about programs and machines replacing humans in every business, not only for the sake of progress but survival as well. Technology is now all encompassing – just like Oxygen – it surrounds us. You literally breathe and consume it without even consciously being aware of it. There are innovations being developed daily that really push the boundaries on what’s possible and what’s not.
Case in point: Chat bots. Thanks to them, there have been ways and methods of making a new form of interface. They purport to take the place (and need) for a human interface regarding the business of communication in many fields. It’s simple. Just ask a question and you’ll get the answer. They’re available anytime, anywhere and lie just one click away.
There are more people- to-bot conversations than people-to-people conversations. When you are bored at 3 am, you have your bot friends. Chat bot is like a smart phone genie. Swipe on your phone and ask what you need and you get all relevant information on the topic.
It first started as an artificial ‘friend’ and now almost every organisation owns a chat bot to communicate with their customers. They come in various sizes and forms and can look like anything from a basic robot to a cat, or a human being. Chat bots have now also become easier to create, and can range functions from anything like making products look unique to selling goods. In fact, thanks to KIK messenger, users can create their own chat bots.
Chat bots are now also being used for customer service in an organisation. This has become the major function of a chat bot. They analyse the needs of a consumer by the words they use. They advertise the brand. A chat bot developed with excellent machine learning algorithms can pick up the tricks of the trade quite easily. They act as the mediators between the brand and the user. They collect information about consumer experience, needs and complaints for the company. They specify the benefits, uniqueness and status of the brand to the users.
Chat bots update the users about new products and services. They have the skills of a sales representative. There are travel bots which provide information about travel booking sites and then we have the ultimate shopping bots helping the users with shopping. News bots are for lazy people who have no clue about what’s going on around the world. They can be used in virtually any and every field. They are mostly used for food ordering or as a messenger buddy. Most importantly, it helps a business stay relevant in the Digital Age.
We cannot conclude that chat bots are a 100% success. Just like anything else, they have their own drawbacks. Consumers now use chat bots mostly for fun talk. They only function based on the information they are provided with. Bots might be intelligent but can never replace the emotional intelligence of a human. That being the only drawback, chat bots are still have high utility value. In the end, they reduce expenses and are also productive in nature. Chat bots can survive for another century if we keep updating their features. They create a win-win situation for both the business and the economy as a whole.