By Sharon Glodman, VentureBeat
August 19, 2022: These days, conversational artificial intelligence (AI) chatbots are everywhere on websites, SMS and social channels. Conversational AI-supported chatbots that use natural language processing (NLP) help customers deal with everything from product recommendations to order questions.
Enterprises love conversational AI chatbots, too: According to a recent Gartner report, by 2027 chatbots will become the primary customer service channel for roughly a quarter of organizations. Over half (54%) of survey respondents said they are already using some form of chatbot, virtual customer assistant (VCA) or other conversational AI platform for customer-facing applications.
According to Susan Hura, chief design officer at Kore.ai, chatbots aren’t all-knowing virtual assistants living on a website that are ready to answer every question at a moment’s notice. While integrating a conversational AI-supported chatbot may seem quick and easy, there are complex intricacies under the hood. A chatbot’s design, she explained, plays a more strategic role than one might think and requires an immense amount of human input to create.