- Interaction design in the context of chatbots is as important to get right as interaction design for websites or applications, if not more so.
- As the chatbot hype subsides, technologies mature, and companies get feedback from customers, the problems that chatbots tackle will become more obvious, and more valuable.
- In many instances, early chatbots seemed more like technologies in search of problems than customer-centric solutions.
- Many startups, including my own ( ReplyYes ), are utilizing A.I. and chatbots to help consumers engage with brands through their mobile devices in interesting and creative ways.
- When companies endeavor to solve problems with A.I. and chatbots, a hybrid approach with a human behind the scenes will be vital for success.
In the last twelve months, we’ve witnessed a huge surge in the development and adoption of chatbots, artificial intelligence (A.I.), and machine learning. Many startups, including my own (ReplyYes), are utilizing A.I. and chatbots to help consumers engage with brands through their mobile devices in interesting and creative ways. Examples include the Domino’s chatbot, which enables customers to order a pizza through Facebook Messenger; the Burberry chatbot for London Fashion Week, which helps customers order products they see on the runway; and Lowercase Alpha, which helps founders and friends of Chris Sacca’s venture capital firm Lowercase discover some of the best new apps in the world.
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