Chatbot. That is still imperfect online robots. That is forms of artificial intelligence that are preparing to become increasingly important in the coming years.
Chatbot. That is something that can generate anxiety because the dialogue between human and robot – at least in the collective imagination – is associated with the science fiction films we have seen in our lives. And if all goes well there are also the images of 2001: A Space Odyssey with that hack of Hal.
We used to think of them as apps, but a Chatbot is not an app, at least not necessarily. The operation of these personal assistants is very simple: as predicted by Kubrick in the video, we can ask them questions (do you know the devices called smart speakers? This type of virtual assistant executes commands and activates services) and get answers.
The employment in which they are most visible is that of the customer support that the companies supply. And a survey of Trustpilot, one of the largest online review communities, was recently published on this aspect.
Here’s what emerges:
50.1% of respondents do not trust the software
13.9% do not buy on sites that only use virtual assistants
46.5% do not like virtual assistants because they lack the human factor and 26.6% think they will never be smart enough
To 38.8% of the sample the Chatbots failed to provide an answer to their problem and only 10.6% could find pertinent answers to their questions.
In conclusion, almost 50% of respondents are of the opinion that these assistants could replace physical customer care in the near future and therefore feel threatened by robots.
“The results of this survey are striking as it emerges that, although more and more companies are making use of chatbots for customer service, Italian consumers are actually not ready and still do not have confidence in this medium, as they are having experiences unsatisfactory interaction with these virtual assistants. Widening our survey to the rest of Europe, we noticed that the results are not dissimilar in other countries, which is why there is still a lot to do in this area and not only in Italy, so the level of satisfaction increases ”is the comment by Claudio Ciccarelli, Trustpilot Country Manager in Italy.
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