AI and “chatbots” is terminology that represent artificial intelligences and communication-based software’s.
Chatbots i.e. virtual assistants can answer on a series of topics. Text- based applications that express themselves in natural language that extrapolate sentences from a given database of predetermined ones.
Chatbots are increasingly taking hold. Why? Because AI Chatbots can guarantee a service 24 hour a day, 360 days a year and above all, are able to assist a multitude of customers at the same time, giving the same level of service to each service user, able to undertake a conversation according to their needs.
Which features should ideal AI Chatbot have?
AI Chatbot have a story to tell and a narrative to offer appropriate to the application which is a vast difference from the classic automatic responders (cold and impersonal) already on the market. This is the most demanding function of an AI Chatbot in that it must communicate in a personal, appropriate way and should behave or respond like a robot or automated service.
6 features for AI Chatbot, that make the difference
- Have a sense of humour. Nobody wants to talk to a cold, impersonal robot.
- Have a script to follow. AI Chatbot text should be built with a tree structure. Set with the absolute prohibition to leave dead ends.
- Make for more intriguing interactions. If people wanted to consult a catalogue or seek a direct answer, such as to read codes and prices, they would do it directly without contacting AI Chatbot.
- Must be concise. Nobody likes interrogation, and if AI Chatbot ask too many questions a customer will get bored. AI Chatbot should not exceed 3 questions, maximum 5 if short.
- Must not complicate things. The best questions are those that can be answered with a number, a yes / no or a maximum of 3 words.
- Make customers feel they are cared about. AI Chatbot should not always place the products or service provided at the centre of attention, customers like being pampered. A great example is Seamless (a service that delivers food at home) that sends a message to its customers after each delivery, to make sure that everything was ok.
Which are the most famous AI Chatbots?
Chatbots are created mainly to facilitate and streamline communication.
In the United States one of the most used artificial intelligences is the application HealthTap.
Health Tap is a company that was founded in 2010 with the aim of making access to doctors easier (and cheaper) for the service user. The user can ask questions and send clinical tests to real doctors, who are able to issue diagnoses, issue requests for specialist visits and offer a variety of other services.
When using the system, the AI Chatbot analyses the user’s question and assimilates these with the database to see if there are already answers to similar problems and uses these to inform the system of the next steps and next questions until the Chatbot system has enough identifying answers for the purpose of the user with great success reported on the use of the system. Following the success of the App, HealthTap decided to offer a similar service on Facebook.
Another example of great success is the application Spring. Spring’s bot is like a personal shopper. The interaction with this AI Chatbot starts with a series of questions, with the aim of limiting the field of options to the products to which the customer is interested in. The questions are simple and targeted such as: “what do you need today”? (products for men or women) What kind of products for men? (Shirts / Boots / Jeans). What kind of pants? (Shorts / classic / jeans). How much do you want to spend? (Less than £75 / between £75 and £250 / over £250).
How are artificial intelligence chatbots influencing the human resources Field?
In England the use of AI Chatbot is becoming increasingly widespread in the human resources field.
Peter Cheese, Chief Executive of the CIPD, agrees that AI Chatbot could redefine the human resources sector.
Many companies are developing AI chatbot for the initial screening of candidates, allowing better management of time, resources and budget dedicated to human resources.
AI chatbots can also be used on the candidate’s side, one of themost famous examples being the case of Esther Crawford.
Esther Crawford who lives in San Francisco has found an incredible way to self-advertise, by turning her resume into a chatbot.
Instead of using the usual, boring list of qualifications, the chatbot reveals to potential customers or employers the strengths of Esther the marketeer in colloquial form, as if it were a call and response to a business appointment. With each click the user can find out more about her, focusing on the features that interest the recipient most.
Esther Crawfords use of chatbot teaches us a very important lesson:
interacting with a bot must be a pleasure, not an exercise in persistence and annoyance.
If you are interested in deepening your understanding and knowledge of the use of automated technology and all its developments, as well as developments in human resources management ask for information on the course in BA (Hons) Global Management and International Business.