As Natural Language Processing (NLP) and Artificial Intelligence (AI) improve, the ability to add a semblance of charisma to a chatbot is becoming more of a reality. Natural Language Processing is the technology that interfaces between user input (language) and system output.
Behind the scenes, NLP technology associates user input with an “intent,” which is then correlated with an appropriate output. The manner in which that output is conveyed is the province of a bot’s personality — effectively the chatbot’s UX.
From a user’s perspective, the technology under the hood takes a backseat to the direct experience of chatting with a bot. When configured correctly, a bot’s personality aligns with the organization’s brand and is consistent with the chat’s purpose, and thereby helps the user have a positive engagement with the company.
Let’s look at how some different chatbot personalities can be matched with different chat scenarios:
As advanced as AI, Machine Learning, and NLP have become, the current reality is that chatbot technology can still be problematic. Given the complexity of human language and the nuances of communication, this should be expected.
Current chatbots using advanced NLP can also be resource intensive, particularly when big data Machine Learning comes into play. By purposely focusing the scope of chatbot functionality to specific purposes, developers are given more freedom to dedicate resources towards bot personality configuration.
Some common techniques to address these challenges include:
Open-ended chats where the user can discuss anything under the sun with a chatbot may be enjoyable, but in reality it is not effrective. In nearly all chatbot implementations, the scope of conversation is pre-defined and communicated before a chat even begins.
For example, a complaints management chatbot may establish chat boundaries by saying, “Hi! I’m here to guide you through the complaints process. I can help you to lodge a complaint, check the status of an existing complaint, or provide information about our resolution process. What would you like to do?”
By limiting the conversational scope, chatbots are more likely to provide a helpful experience and avoid the pitfall of providing irrelevant answers or simply not understanding customer questions.
Talking with a personality-infused chatbot does require a suspension of disbelief — developers hope that, over time, that disbelief will diminish as technology improves. Chatbot personality designers have worked to mitigate this disbelief by being upfront with the reality of chatbot interactions via self-deprecating humor. It’s not uncommon for chatbots to blatantly state, “I’m sorry that I’m boring you with this list of options, but what can I do? I’m just a pre-programmed robot!”
By providing users with the proverbial “wink-to-the-camera” and breaking the fourth wall, chatbot developers are acknowledging current technological limitations while asking you to cordially play-along.
When the concept of Artificial Intelligence first appeared, society seemed to coalesce around the sci-fi notion of an “ideal robot.” Whether it’s HAL from Space Odyssey or androids from Blade Runner, robotic personalities always seemed to be dutiful, obedient, and wholly acquiescent to user demands.
In the world of chatbots, organizations are discovering that customers value chatbot interactions more when the bot is relatable and emulates human emotions. While the technology is still in its early stages, the fact is that corporations are currently enjoying increased revenue due to the use of chatbots in their customer experience workflows. The quintessential 1-dimension robot of sci-fi is rapidly being replaced by bots that ask about your day and make small-talk. Businesses expect that customers will buy into the fantasy and willingly forget the reality of their robotic chatmate’s true nature… and, so far, the financial returns are proving them right.
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