In the last few years, there has been much hype around chatbots and Artificial Intelligence (AI) in digital transformation. These technologies with their conversational capabilities can transform the business workflow process and increase customer loyalty.
Several leading organizations have already adopted chatbots to improve their customer satisfaction and increase employee productivity.
Despite the uses and benefits that chatbots will be able to provide, many organizations are still hesitant in trusting chatbots entirely. The misconceptions and myths about chatbots are restricting them from implementing one and having a healthy ROI on it.
Here are a few popular myths or misconceptions about chatbots.
Chatbot Myths You Need To Stop Believing
Myth 1: Chatbots will replace humans
Chatbots will replace humans and take away our jobs! This is the biggest fear probably rising across the organizations. A sense of insecurity sprouts out of such fears. So, organizations tend to not take advantage of the new technology.
However, chatbots play a complementary role and automate a few mundane jobs to provide more quality time for productive work. This can have an impact on overall productivity on both individual and organization level.
As a matter of fact, chatbots may never replace humans. They would rather help in reducing workload and free human employees. They’d help to do repeated, routine tasks like answering FAQs, receiving requests, generating leads, etc.
According to a PwC report, AI will reduce repetitive tasks such as paperwork (82%), scheduling (79%) and timesheets (78%).
Owing to this, employees will get more opportunities to focus on strategic, productive, innovative and creative tasks.
Myth 2: Chatbots are easy to build
This is both true and false. Chatbots are easy to build and deploy if you have a robust enterprise chatbot platform, personnel with the needed skills and expertise in the areas of AI, Conversational UX etc.
There are a wide range of challenges for developers to understand the purpose of chatbots, design chatbot conversations, frame rules and convert the information into a conversational flowchart, build development platforms or frameworks and integrate it with business apps and ensure the bots are aligned with the business priorities.
If you’re planning to build chatbots in-house for your organization, just remember that there is a lot of work involved to build them! Deployment of a successful chatbot requires a lot of planning and research in advance.
It would be interesting to note that before chatbot platforms were introduced into the market, building a bot was complicated, time-consuming, and required a specific set of sophisticated skills.
However, organizations having domain expertise and AI skills can deploy complex solutions within a short span of 6-8 weeks.
Myth 3: Chatbots will replace mobile apps
Have tablets made smartphones old-fangled? No. Similarly, bots and mobile apps will also co-exist. For example, take ridesharing company Uber – customers can request a cab through an app as well as its Facebook messenger bot. So, it is not quite accurate to say that chatbots can replace apps.
Chatbots provide an easy way to text and request for information, whereas applications are about downloading and storing information. Moreover, chatbots offer textual conversational experience and apps stand for visual experiences. This clearly shows that chatbots will not replace apps with their distinct features. Rather, it appears like they complement each other.
Furthermore, organizations can leverage both bots and apps for their business growth. Besides, chatbots need messaging apps or channels such as Facebook, Slack, Skype for Business to deliver the conversational experience. Chatbots amplify the mobile app experience by giving it a new dimension of interaction.
Myth 4: Chatbots are only for big organizations
Although artificial intelligence trend is spreading far and wide, many small and mid-sized organizations assume that AI technology is reserved only for large tech-savvy organisations. Assuming the boom of chatbots is only for large organizations is a major misconception.
Recent reports on chatbot market analysis show that AI technology is inspiring startups to incorporate chatbots to achieve definitive success and the mid-scale enterprise segment is expected to grow at the highest CAGR.
Chatbots and AI can be considered as an enhanced channel to streamline operations in small and mid-sized companies. They can go to the optimal extent of delivering responsiveness and efficiency within the organization.
Another misconception connected with this is that building chatbots could be expensive which is a false assertion. There are many powerful bot builder platforms available at an affordable cost. Using these platforms, you can cost-effectively deploy the desired chatbot persona which possesses the potential to cut down varied business costs.
Myth 5: Chatbots are only for Customer Service Sectors
Most of us consider that the primary function of chatbot is to chat with a customer. This is just fiction! The most common use case for chatbots is answering customer requests but they are not just limited to customer service tasks. There are a lot of different interesting use cases.
Below are a few examples of the most successful chatbot use cases in various sectors.
Enterprise-grade chatbots have the ability to deliver optimum results when mapped with an appropriate use case in any industry. Chatbots are poised to disrupt the way we interact within our organization and with our customers.
Myth 6: All Bots Use AI
Many are under the misconception that chatbots use AI and only work with it. The fact is that not all chatbots are AI based, most chatbots are rule-based and follow a simple, autonomous process, something along the lines of a decision tree.
Many organizations prefer these type of chatbots to understand the intent and context of the user. With the capabilities of NLP/ML, they can identify context from the requests typed by users and respond back with a relevant answer as bot trained on a large training set. In order to assist this purpose, chatbots need not be AI-based.
At present, there are three types of chatbots:
- Script-driven: These rely on pre-defined scripts to answer queries.
- Interference-driven: Answer based on NLU, deep learning and cognitive learning to respond like humans.
- Data-driven: They recognize patterns based on previous learnings and respond from catalogued responses.
However, developing a perfect AI-based chatbot is not a simple task as it needs high-end developers and large sets of data on real human conversations.
Myth 7: Chatbots don’t understand the context
There is a popular myth that chatbots don’t understand a user’s intent and might not always provide the desired response to the user. This is somewhat true for traditional chatbots. However, with the advancements in AI technologies like Natural Language Processing and Machine Learning, chatbots are better able to process user intent and adapt to the jargon to give contextual, personalized and relevant responses with a wide range of vocabulary.
Chatbots Are Worth the Investment
Organizations irrespective of their size and industry should consider getting ahead of the curve and embrace chatbot technologies now to leverage future opportunities. Chatbots should be a part of your digital transformation strategy, both to help you better serve customers/ employees today and to position you for the future.
Adopting chatbot technology can effectively streamline your business processes, enhance employee engagement, improve customer service, lower the operational costs and deliver a better employee experience.
Exposing your team to the potential of intelligent chatbots may just be the most effective way to exploit the potential of your business and your customers. The value of chatbots in an increasingly self-service-oriented landscape is that well-designed bots can go beyond just semantic search and actually execute simple transactions without much of human intervention.
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