UIs for Interaction Chatbots Interaction Styleīoth text and links/buttons could be used for inputting information into interaction chatbots. This type of language was generally more successful than the convoluted, indirect language often used in normal conversation. For example, when users realized they were talking to a bot, they tended to be more direct, use keyword-based language, and avoid politeness markers. Our study participants were pleased when the business was transparent about using a bot because they could calibrate both their expectations and their language. Some businesses do not always disclose upfront to their customers that they are interacting with a bot. Interaction bots were usually easily identifiable as bots, but customer-service bots were harder to recognize. They’re selling you an expensive item, so they have to spend more money on agents.” Another person said: “If you have a human, it means that you care enough if you have a bot, you should have a really good one.” On the other hand, people felt that access to a human shows that the company cares about its customers: “It’s really good when it’s a real person. The most important advantage was speed: chatting with a human usually involves long wait times (either in a queue, before the conversation is started or as the human seeks a solution for the customer’s problem), whereas a bot can be instantaneous. Some of our participants were pleasantly surprised to discover this interaction channel, others felt that it didn’t bring enough value compared with other traditional channels such as the web or mobile apps.Ĭustomer-service bots were perceived as generally less helpful than human representatives, but our participants also believed that they had some advantages. In contrast, WeChat official-account pages are often sophisticated versions of these bots, and our Chinese participants were familiar with them. Interaction bots are a fairly obscure channel: most participants in our US studies had not interacted with such bots before and they were not aware of its existence. In general, people’s attitudes toward bots ranged from neutral to slightly positive. Some of the tasks involved chatting for customer-service purposes with either humans or bots, and others targeted Facebook Messenger or SMS-based chatbots. To understand the usability of chatbots, we recruited 8 US participants and asked them to perform a set of chat-related tasks on mobile (5 participants) and desktop (3 participants). While customer-service bots are often text only, interaction bots combine text with visual UI elements as a method of interaction. Kiehl’s Messenger chatbot: Users can interact with the chatbot either by typing text in the Send a Message textbox or by selecting one of the options displayed on the screen (Send Location or Zip Code the Main Menu option below the text-input box). UPS.com uses a chatbot for customer-service questions. (Other platforms include Twitter and Slack.) However, they can also live within an app (Bank of America’s Erica) or be available through text messaging (Eno from Capital One). Such interaction bots are available on a variety of platforms, the most prominent being Facebook Messenger. For example, Domino’s Pizza bot allows users to order pizza Flo from Progressive produces an auto-insurance quote.
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