https://www.cio.

com/article/3406807/are-you-happy-with-chatbots-replacing-
humans.html
Date : 9/07/2019
Title: Are you happy with chatbots replacing humans?
News summary: The article presents in which areas chatbots are doing great
and the areas where it is still in nascent stage. Chatbots as of now can only
answer predefined questions and cannot give personalized suggestions based
on customer buying or other patterns.
My viewpoint: Chatbots are at the peak of Gartner’s Hype cycle. So I believe, as
a business professional, we should see the ground realities too so that we
don’t over expect within short span of time. A survey showed that customer
are more comfortable to reveal personal information to a machine or chatbots
that an actual person asking them questions. In that case, chatbots can gather
real time buying habits and supply data to a backend analytics engine that can
offer suggestions and increase sales. The hope is that chatbots can respond in
a personal way by understanding personal context through conversational
dialog and respond in kind. Beyond that, chatbots should immediately identify
the name and any opt-in information without having to ask. As soon as the
customer opens the website, the chatbot should be able to reach out in
conversation following, watching, asking questions and offering additional
information as they browse through the website.
The view of many internal company marketing and sales and customer service
personnel is that third-party chatbot AI/ML software tool providers are DevOps
people without the understanding of the necessary intricacies and interactions
involved. They believe that many DevOps people don’t yet have the expertise
on staff necessary to personalize programmable functions.