With the increase of AI systems such as ChatGPT, AI generated chatbots have also risen in popularity. They are mostly used to provide customer service as well as in marketing to enhance campaign performances. By now, I am sure you have interacted with a few of these bots on different websites. Like every product, bots have a positive and negative side. Let’s look at the pros and cons of using these AI-generated systems.
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Understanding the Concept behind AI generated Chatbots
AI generated chatbots are software applications that utilise artificial intelligence and natural language processing. They simulate human conversations with clients and can answer common queries regarding a service or product. Additionally, depending on their programming, they can help the client perform various tasks such as booking appointments, updating details, and processing payments. Today, they have been integrated with different platforms, including websites, social media, as well as messaging applications. They aim to provide customer support 24/7 without needing human intervention.
5 Pros of an AI-Generated Chatbot
In the section below, we will discuss the advantages you can get from using the chatting bots for your business.
1. Readily Available
Unlike human support, chatting bots are available 24/7 and give clients responses within seconds. Regardless of when they message the business, they can get a response quickly. This prompts more client satisfaction, especially when the information provided is helpful.
2. Better Engagement
Since they are available all through, they can communicate with site visitors and social media followers in real time. If someone messages you at 0300hrs from a different continent with a different time zone, they will still get answers. This boosts your content engagement as it keeps clients on the site for longer. All this, in turn, drives sales and enhances a site’s SEO.
3. Enhanced Data Collection
When looking to collect data online regarding your audience, there are various ways to go about it. The most common one is getting their personal information, including their name, email address, and probably location, depending on the use. This process can be repetitive and hectic for humans to complete.
With these bots integrated with the CRM systems, you can easily get this information. Even better, you can use artificial intelligence bots to ask clients about their preferences. This helps you customise your services and products to suit their needs within a short time.
4. Reduced Expenses
How much do you spend on your customer support team? Besides their salaries, you must also cater for their equipment, which can be costly. This is because taking care of individual client issues on a large scale needs more manpower.
Using the bots lets your business handle multiple instances of human interaction. This means you need fewer people for the job and ultimately spend less. However, this may also feature as a disadvantage as it means that the bots take people’s jobs.
5. Appeals to Most People
In the internet age, more people prefer chatting and texting than talking over the phone. With millennials and Gen Z leading the pack, more people have adapted to chatting over calling. When you employ the bots in your business, you connect better with new-age customers and keep them from shifting to your competitors.
3 Cons of an AI-Generated Chatbot
Since everything has two sides, here are the cons of using the chatting bots.
1. May Pose a Data Security Threat
After audience data collection, it is your responsibility as a company to ensure it is safe. The data should be securely transmitted from your selected bot to the CRM system. Besides the transmission, it must also be securely stored. However, as the internet space keeps changing, the use of these bots has raised ethical and legal questions regarding how to protect the customer’s data and privacy.
2. May Be Unable to Understand Human Emotions
While the bots are made using artificial intelligence and natural processing languages, they are still codes. As such, they are unable to fully understand the user’s emotions or frustrations. They cannot adequately tell whether the customer is happy, sad, or angry with the service.
For instance, if you run a mental health facility and have a customer service bot, highly expressive users might not connect well with the bot. This may lead the bot to come up as emotionally insensitive and negatively impact your brand’s reputation.
3. May Be Inaccurate
As already established, chat bots are machines. While they are fast in offering solutions, they may not always be the correct answers. If you have an online educational resource centre, your selected chat bot may not have the correct details. Let’s say that someone was researching the effects of taking too much alcohol, and they wanted research-backed information. Your chat bot may not provide accurate citations, impacting engagement.
The Future of AI-Generated ChatBots
The market for these artificial intelligence chatting bots has grown from $2.6 billion in 2019 and is expected to reach over $9.4 billion by 2024. With such a huge market, software developers are constantly improving the chatting bots systems to cater to different clients and industries.
Other reasons for the growth include the expensive operational costs of 24/7 customer support and technological advancement. For example, ChatGPT employs a Generative Pre-Trained Transformer (GPT) and has been able to output human-like texts. While it began with GPT-3, the system has been making updates and is now at GPT-4 model selector. It is faster, more accurate, and promises to offer clients a seamless experience.
The future is AI. These bots are quickly evolving and have become more diverse and capable. While they aren’t perfect today, in 10 years, they will be a lot more human-like. They will be able to juggle images, videos, and sounds. This will ensure they cater to different clients in various applications and industries.
Quick Tips to Improve Your Artificial Intelligence Chatbot Experience
Here are quick tips to enhance the client’s experience with the chat bot
Allow Human Agents to Take Over Conversations
While chat bots are effective and great, they are vulnerable to making mistakes, especially when emotions are involved. They can only help clients to a particular extent. In such instances, you need to allow human support agents to take control of the conversation and provide helpful insights to clients.
Additionally, you can train the bot and make it understand when it’s time to connect a client to human customer care representatives. This helps you maintain your reputation.
Choose Feelings for Your Bot
It is very easy for clients to feel frustrated upon knowing that they are chatting with bots. To minimise this, give your bot some sense of emotion. Most of them have adjustments for emotions where you can choose what emotion to use. The more it learns new scenarios, the better it becomes at managing different situations and emotions.
Make them More Conversational
Naturally, humans are social beings. This means that a conversational chat will leave them feeling better. You can make the bot chattier and add more small talk to lighten the moments. To do this, use enhanced natural language processors.
Conclusion
As you can see, AI generated chatbots have two sides, the pros and the cons. They have revolutionised the customer service and messaging field and are doing a great job. However, while they cannot be perfected, they can be improved to serve clients better. Either way, they are the future of company and customer interactions. You must invest in quality NLP to ensure the bots perform as expected. Additionally, have a few customer support representatives ready to step in when your bot pulls the plug.
- Sources
- 1. https://www.nytimes.com/2023/03/31/technology/ai-chatbots-benefits-dangers.html
- 2. https://www.the-future-of-commerce.com/2022/08/08/chatbot-technology-future/
- 3. https://www.linkedin.com/advice/3/what-benefits-challenges-using-ai-chatbots
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