A BOT- BASED SITE BLIGHT?
Do you think that chatbots will overtake websites in the near future? Andreas Kviby, Sweden
JB: In a word: no. Historically, when new forms of media or interface are introduced they tend to be additive rather than a replacement. For example, we still listen to radio even though we have television. That said, user behaviour will continue to change, along with our idea of what it’s most appropriate for websites to do. So, when it comes to user experience, it will be even more important for web designers to consider the different channels and options available.
One of the things that chatbots aren’t currently great at is chatting. However, the user research that I’ve been involved in has shown that this isn’t actually what people want. Some of the most successful bots at present act more like guided navigation to either help people find the right piece of content or to complete a decision-tree-like process.
The applications for bots are wide ranging though. As they get to know individuals and more information about
their lives and various external factors, they can become great at everything from reporting traffic jams to warning that a day might be a bad day for anyone suffering from allergies.