Chatbots versus people

Chatbots versus people

What is social messaging?

The social media have now been established for a number of years. We can state that almost everyone is active on social media and that even without a Facebook profile you actually 'fall out'. They are also a fixed value in business strategies. Social messaging is a part of social media and is currently very popular. In the past, social media users started sharing personal affairs via public profiles faster than now. And even if your profile is not public, you always have a group of people in your friend's list that you actually don't know very well. Due to the greater need for privacy, social media users are increasingly switching to messaging applications to exchange information with friends. You may also use them: WhatsApp and/or Facebook Messenger. The social messaging applications are constantly being expanded with more functions.

Social messaging for companies

Social messaging is not only used to communicate within your circle of friends. Companies are also making increasing use of this to inform consumers about products or services. The contact between customers and companies now happens more often through such applications. We already mentioned it in our article ' These are the digital trends of 2017 ': nowadays, customer support will often go through an artificial discussion partner. Via chatbots, companies are starting to have a kind of private conversation with you. The conversation is done via an automated conversation partner and the difference is almost noticeable!

Interaction between humans and robots

You may have heard the term "artificial or artificial intelligence (AI)". It is one of this year's buzzwords. We can more or less say that we speak of artificial intelligence as soon as computers display intelligent behavior and can perform specific tasks. Of course, it is a bit more complicated and technical than that. The social messaging apps and artificial intelligence have shaken hands. These days they are combined. Customer support or other business communication is increasingly being handed over to chatbots. So we start talking more and more with a machine. Personal customer dialogues are gradually giving way to 'personal' dialogues between a user and a brand.

Chatbots vs. humans

Do we thereby relinquish complete human control? In the article about digital trends, we also informed you that consumers expect more and more in terms of response speed and support. Customers want to be helped as quickly as possible at any time. As a result, companies have to be very alert and have to conduct many customer dialogues every day. A lot of time and energy is invested in this, and it is almost impossible for large companies. In that sense, chatbots are a good solution. In the meantime, bots are able to conduct smart and 'human' dialogues (cf. artificial intelligence). These days they recognize different types of questions and can learn and recognize things. Chatbots therefore function on the basis of pattern recognition. The message that is sent to a bone is analyzed and action is linked to it based on the pattern that is recognized. Artificial intelligence makes the context of a certain question outdated and creates a flow. But do people become superfluous? In some cases, companies can indeed save money by investing in chatbots that ultimately replace dozens of people. Yet consumers still need the real human side of a business, and customers are more than happy to have a face-to-face conversation with a seller. Although chatbots are getting smarter, people also need an empathetic ability. Chatbots and people can complement each other where necessary.
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