To be everywhere, does your company need a bot strategy?

To be everywhere, does your company need a bot strategy?

Microsoft, Facebook, and more are better that chatting with AI is the next big thing in business

As phone screens get bigger and high-speed connectivity becomes more ubiquitous in many parts of the world, some of the brightest minds in tech are positing something a little strange: That chat bots are going to be play a big role in the future of computing.

And they're not just making statements, but big investments in that idea. Microsoft is doubling down on an ambitious bot strategy that lets you connect your customers to your business through a variety of mediums, like text messaging, Skype and Slack.

And at Facebook's F8 Developer conference, Mark Zuckerberg was clearly thinking along similar lines, launching “bots on Messenger” that allow you to do everything order Flowers, check the news, and book a trip.

To a lot of developers, it sounds like the future. To a lot of early users, it sounds like a new way to be annoyed.

One key challenge: Trying to be conversational and natural when chatbots are still generally pretty limited in what they understand:

When a company gets the experience right, it can be a real differentiator: Amazon's Alexa has proven a sleeper hit by letting users do anything from order a pizza (Domino's seems to be all in on the messaging and AI revolutions) to get an update on the news (as well as the tricks of reading a book or playing music you bought from Amazon).

But at this point, it's hard to say if all this is much more than just that: Tricks.

A lot has changed: People are more used to texting and often expect instant responses, and while Smarter Child could be clever, machine learning and zettabytes of web data now provide a better building block for intelligent agents.

But I still haven't seen a whole lot of compelling use for AI bots when people are now so well adapted to using their phones for simple tasks through apps or web pages. Can businesses offer something that is truly a better experience, when the closet analogue, email, has become beset by spam and overload?

Even Slack, another early leader in the chatbot revolution, is facing a backlash against its messaging software, as it works to strike the balance of availability and access against distraction and noise. And that's when there's people on the other end that need to sleep, eat, and, at least theoretically, occasionally log off. The AI army Microsoft and Facebook would have businesses tap into needs none of that: Just someone on the other end of the line, willing to chat back.

Hide comments

Comments

  • Allowed HTML tags: <em> <strong> <blockquote> <br> <p>

Plain text

  • No HTML tags allowed.
  • Web page addresses and e-mail addresses turn into links automatically.
  • Lines and paragraphs break automatically.
Publish