Chatbots offer the promise of frictionless access to goods, services and information, but creating effective bots can be deceptively tricky.
The flip side of the opportunity to interact with users in a seamless, natural way is that user expectations can be prohibitively high. Bots need to be smart and provide greater convenience than apps — a very effective UI paradigm tailored for today’s mobile devices that has been carefully refined for more than a decade.
The good news is that the belief that bots must master human language or replace apps to succeed is false. Bots will engage with consumers in new ways that combine the strengths of humans and machines to allow both structured and unstructured information to be exchanged naturally and efficiently.