Interesting Chatbot Findings
March 2, 2022
I am an old geezer. I remember when one could call or stop by a store and ask a humanoid a question. If that humanoid did not know the answer, there was a chance that the clueless humanoid could ask another allegedly more informed humanoid over to consider my question.
Not any more. I have to figure out how to find a company online. This is not often easy for a wide range of reasons. Then I have to locate the “contact” button. Then I have to identify crosswalks or work a math problem. And then I can fill out a form? At no point in the process is a humanoid offered as a solution.
Many, many Web sites are embracing smart software which either talk like the weird pitches on junk telemarketing calls or through a pop up box into which one types. The smart software on the receiving end determines how to answer. Some of the really nifty approaches include referring me to the firm’s Web site again or displaying a list of links which the smart software has determined with 55 percent confidence will address my issue. Sure, sure.
I was surprised when I read “Report: Two-Thirds of Consumers Would Rather Use a Chatbot Than Browse a Website.” Here’s the key statement in the write up:
According to Botco.ai, not only do eight out of 10 people say they’ve used a chatbot in the past, but the vast majority of consumers — 70% — say that chatbots typically answer all or most of their questions satisfactorily.
And who sponsored the study? And what does the sponsor do to make money? You get one guess.
Did you say, “This outfit is in the chatbot business”? If so, you are sort of correct.
Just one question: How does one locate and use a chatbot?
Did you say, “On a company’s Web site”? If so, you are right again.
Do I have confidence in this finding?
Nope. Why not label this type of document “Marketing”?
Stephen E Arnold, March 2, 2022
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