Meena Kothandaraman, an adjunct professor Bentley University’s Human Factors Information Design (HFID) program, conducted a 100 person study focused on understanding people’s behaviors when using ChatBots across digital channels for sales and service. Here's what they found:
People create first impressions with ChatBots just as they would when meeting people. In both scenarios, people reach into their own experiences to create lasting impressions.
85% of people would rather interact with a ChatBot during a routine transaction than when they are in a hurry. 100% of people feel a ChatBot conversation is preferred if it can show evidence of saving time and making problem-solving easier and 100% of people believe a ChatBot will function better if it can predict the pain points of an experience and respond appropriately, offering only those services that are contextual to the moment.
Amazon developed a service for supporting and communicating with its retail customers, and now it’s making it available as a commercial cloud service. Amazon is poised to disrupt an old industry where current products aren’t popular and which has been slow to make the move to the cloud.
This week at Mobile World Congress, Motorola invited Amazon on stage to help unveil a partnership that will bring the company’s smart home assistant to its hardware moving forward, including, most notably, a Harman Kardon speaker Mod concept for the Moto Z that essentially transforms the phone into a portable Echo.
That same day, Google had a big announcement of its own: Assistant was getting a far wider mobile rollout, with the company bringing its AI to Android 6.0 and 7.0 devices featuring Google Play services. It’s a big step for a roll out that began life modestly with availability on the Pixel handset back in October.
The creator of a chatbot which overturned more than 160,000 parking fines and helped vulnerable people apply for emergency housing is now turning the bot to helping refugees claim asylum.