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Editor's note: The development of artificial intelligence technology is constantly changing the way people live and work, and it has promoted the development and progress of society to a certain extent, which is beyond doubt. But artificial intelligence is not omnipotent, because machines do not have human minds and emotions. When you open the online help window on the website and find that only cold robots answer you, I am afraid you should be disappointed.
In April 2016, Mark Zuckerberg described a bright future for developers on Messenger at Facebook's F8 conference, announcing a new era of "chatting with bots like friends." Developers around the world, all certified by big companies like Facebook, Google, and Microsoft, are claiming that the era of independent mobile apps is over and celebrating the arrival of new ways - Conversational Commerce and Chatbots. After announcing a 70% AI failure rate in beta testing of its official chatbot, M, 11 months ago, Facebook updated its platform and advised developers to build more lightweight apps in Messenger while disabling session entry.
We've always known two things about Wordhop.io. The first is that AI is really hard, and it will be many years before robots can communicate with humans 100% like friends. After all, robots don't resonate like humans. Second, Facebook consumers don't message a business because they want to shop or are interested in the weather. These experiences are predicated on having chatbots, and they also require industry data that has expanded from messaging to social networking.
What Facebook users really want is a quick response from merchants when they have questions.
The main reason consumers send messages to businesses on Facebook is to get service. Everything else is a cloud. Such interactive pre-sales may start with a customer's question, and timely responses can advance the transaction. If a customer contacts sales customer service, it is usually because they really have a question to ask customer service. Some answers can be answered by robots, while more complex questions can be solved by humans, who can respond as quickly as robots when given the right tools.
Yet instead of focusing on the most in-demand aspects, many bot developers seek to create new user experiences or reinvent and upgrade old concepts about chatbots. If bot developers feel engagement is low, it may not be because AI is failing, but because they are directing consumers down a path they did not want to take in the first place. Without leveraging existing patterns of consumer behavior or training robots to respond to customer needs, the role of AI is simply to enable the creative experience imagined by robot developers and guide consumers to interact through that experience.
Facebook is now advising bot developers to disable conversation input entirely.
Personally, I don't think that disabling chat input, as Facebook suggests, is the right solution to the technical limitations of AI and NLP. Conversationless communication bots are acceptable for news bots, where the experience is driven by notifications and content consumption. But if you are a service-based business, you need to provide a platform where users can interact with you in a friendly way. If text input is the primary way of Messenger, then it will limit the willingness and motivation of customers to communicate and force them to seek out Client Server in every other way you can imagine, or simply delay the response will leave customers even more disappointed. Think of IVR, where you have to press "0" a few times after each menu option.
The business community should adopt a combination of automated and manual methods in order to meet the needs of Facebook users.
China's WeChat Mini Program is integrated with messaging interaction, which satisfies developers' expectations for chatbots, but this is a cultural phenomenon in the East, and Western companies should first take advantage of existing consumer behavior and make better use of such behavioral data. If you are not a fan of the concept that "chatbots will replace human services", but just stick to the promise you made to customers at the beginning of the launch, then introducing such technology can help you strengthen the communication with customers. If you can achieve the expectations of Facebook consumers today, then over time you can also add new features and lead consumers in the direction you expect. Eventually you will likely meet their needs.
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