点击在线求助,应答的却都是机器人,这样真的好吗?
公司动态 发布时间:2018-05-19

关于Wordhop.io,一直以来我们都知道两件事。第一件事就是,AI真的很难,要实现让机器人100%像朋友一样与人类交流还需要很多年。毕竟,机器人不能像人一样产生共鸣。第二,Facebook消费者不会因为他们想购物或对天气感兴趣而给一个企业发送消息。这些体验是以具备聊天机器人为前提条件的,并且还需要已从信息传递领域拓展到社交网络领域的行业数据的支撑。

Facebook用户真正想要的就是,在有问题的时候可以迅速得到商家的回复。

消费者在Facebook上给商家发送消息的主要原因是想要获得服务。其他的一切都是浮云。这样的交互式预售可能从客户的发问开始,及时的答复可以推进交易的进行。如果客户联系销售客服,通常是因为他们真的有问题需要请教客服。一些答案可以由机器人回答,而更复杂的问题可以交给人来解决,在有得力工具的情况下,人类的回复速度可以媲美机器人。

然而许多机器人开发者没有将注意力集中在最有需求的那部分上,而是寻求创造新的用户体验,或重新开发升级旧的关于chatbot的概念。如果机器人开发者觉得参与率低,这可能不是因为AI失败了,而是因为他们把消费者往一条最开始就不想走的路上引。没有利用已存在的消费者行为模式,也没有训练机器人回应客户的需求,AI的作用只是,实现机器人开发商想象中的创造性体验并指导消费者通过该体验来进行交互。



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