Smart bots will change customer experience but improvements needed

While many businesses are already using voicecontrolled interactive bots like Apple Siri, Amazon Alexa, and Google Assistant, companies are testing bots that are smarter with human characteristics in response to consumer preferences, according to GlobalData, a leading data and analytics company.

People like that bots are quick but a study from data company Amdocs last month showed that the current generation of chat bots lacks the intelligence and emotional awareness to address complex service and support issues.

The study confirmed that chat bots cannot handle complex requests, furnish personalised offers as well as humans, and understand human emotions.

John Byrne, Technology Analyst at GlobalData, commented: “The emerging generation of smart bots are designed to emulate human communications by using AI to improve recognition of human sentiment and understand natural language more accurately.”

Service provides can then use these chat bots to provide a much more intimate customer experience, anticipating and addressing customer needs in real-time, and enabling operators to compete more effectively with internet juggernauts such as Amazon, Google, and Facebook.

Byrne added: “The frustration from customers over the current generation means they have an opportunity to leap over the popular web brands and offer a more compelling bot experience than users are accustomed to.”

But the opportunity is likely short-lived for these operators, as the existing players are also working to improve the bot experience for their customers.

See the Amdocs study HERE ➔