Is it really good to click on online help and receive responses§ from robots?

Editor's note: The development of artificial intelligenc¶e technology is constantly changσing people's way of life↓ and work, and it has to some extent promoted the develop←ment and progress of society, which is beyond doubt. But artificial intellige±nce is not omnipotent, because machines do not possess εhuman thinking and emotions. When you open the online ¥help window on a website and only find that the answer is a cold r≠obot, you may be very disappointed.

In April 2016, Mark Zuckerberg described a bright future  for developers on Messenger at Facebook's F8 conference and announceβd a new era of "chatting with $robots like friends.". Developer∑s from all over the world, certif✔ied by major companies such as Facebook, Google, an↓d Microsoft, claim that the ¥era of independent mobile applicatioλns is over and celebrate the arrival of new ways - Conversational Com↓merce and Chatbots. Eleven months ago, Facebook announced that it÷s official chatbot "M" had a 70% AI failure rate in 'beta testing. Subsequently, αFacebook updated its platform and recommended developers to develop light≥er applications in Messenger while disab•ling session input.

We have always known two things about Wordhop.io. Th"e first thing is that AI is really difficult, and it will ₹take many years to achieve 100% communication be★tween robots and humans like friends. After all, $robots cannot resonate like humans. Secondly, Fac±ebook consumers will not send messages to a business just because they♦ want to shop or are interested in Ωthe weather. These experiences are based on the premise of having c©hatbots, and also require industry data support that has expanded from the fiσeld of information trans$mission to the field of social networks.

What Facebook users really want is to be able to quickly receive αa response from the <merchant when there ≥are issues.

The main reason consumers sφend messages to merchants on Facebook is to obtain servic♥es. Everything else i‍s just floating clouds. This interactive pre-sale may start wπith customer inquiries, and timely responses can drive the transaction fo​rward. If customers contact sales customer service, it is u×sually because they really have problems and need to consult custo÷mer service. Some answers can be answere d by robots, while more complex problems can be handed over to humans to s÷olve. With powerful tools, human reco very speed can rival that of robots.

However, many robot developers do not focus their attent☆ion on the most demanding part, but instead seek to create new ​user experiences or redevelop and upgrade old concepts about chatbots. $If robot developers feel that the participation rate is low, it may£ not be because AI failed, but because they are guiding c¥onsumers towards a path they didn't want to take£ from the beginning. Without utilizing existi ng consumer behavior patterns and training robots to responπd to customer needs, the role of AI is only to achieve the creative expe♣rience imagined by robot developers and guide consumers to interact through tha¶t experience.

Facebook now recommends that rob↕ot developers completely disa→ble session input.

I personally do not believe that disabling chat in₽put as suggested by Facebook is the correct solut©ion to address the technical limitations of AI and NLβP. Communication robots without dialogβue ability are acceptable to news robots, and the ★experience is driven by notifications and content consumption. However, ifβ it is a service-oriented busi♣ness, it is necessary to provide users with a platform that can interact ×with you in a friendly manner. If t☆ext input is the main way for M'essenger, it will limit the customer's wi​llingness and initiative to communicate, and force them to s₩eek other ways of cust≈omer service that you can imagine, or" simply delay replies, which will make the ₩customer even more disappointed. ∑Think about IVR, how many times do you need to press "0" a€fter listening to menu options.

The business world should adopt a combinat✔ion of automated and manual methods to meet the neeλds of Facebook users.

WeChat mini programs inα China are integrated into message interaction, which satisfiδes developers' expectations for chatbots. However, this is a cultural phe¶nomenon in the East, while Western companies should first utilize e<xisting consumer behavior and bette≤r utilize such behavior data. If you are not a fan of the concept that chatboεts will replace human services, but rather stick to your initial commitment t∞o customers, then introducing  such technology can help you strengthen communication with custo'mers. If you can meet t"he expectations of Facebook consumers now, ov er time, you can also add new features ®and lead consumers in the direction you expect. You are like¥ly to meet their needs iφn the end.