topic Re: Talking to chatbots in Off-Topic

Talking to chatbots

Martin-O2 — Thu, 04 Aug 2016 15:47:33 GMT

Hi guys,

Chatbots or virtual assistants have become both more widespread and more sophisticated over the past few years with many companies using them not just for online chat but for phone conversations too.

While some people are happy to deal with virtual help with their queries others would rather deal with a human being.

What are your thoughts on chatbots? Do you prefer the human touch or are you fine with an algorithm managing your query? Would you still use the forum if there was a virtual community manager?

Re: Talking to chatbots

MI5 — Thu, 04 Aug 2016 15:55:22 GMT

@Martin-O2 wrote:

Would you still use the forum if there was a virtual community manager?

How would we know ?

Re: Talking to chatbots

Cairdeas — Thu, 04 Aug 2016 16:46:40 GMT

@MI5 wrote:

@Martin-O2 wrote:

Would you still use the forum if there was a virtual community manager?

How would we know ?

Re: Talking to chatbots

Cleoriff — Thu, 04 Aug 2016 17:41:42 GMT

That wonderful word 'Algorithm'......meaning it can be programmed to do what some human wants it to do....

As for a Virtual Manager...... No thanks. Could they debate, reason, question, make decisions or manage??

Not in my book. Once you threw them out of sync they would have no reasoning skills whatsoever. Control by Robot...I would rather talk to the wall....

Re: Talking to chatbots

viridis — Thu, 04 Aug 2016 19:34:13 GMT

90% of business is built on rapport and compassion when something goes wrong.
Automated services just pee people off and are used by cheapskate companies with no care for customers.
Tell me... When was the last time you EVER heard anyone praise an automated chatbot service..

Re: Talking to chatbots

Curr946 — Fri, 05 Aug 2016 08:31:48 GMT

@Cairdeas wrote:
@MI5 wrote:
@Martin-O2 wrote:
Would you still use the forum if there was a virtual community manager?
How would we know ?

Re: Talking to chatbots

Martin-O2 — Fri, 05 Aug 2016 08:55:14 GMT

@MI5 I'd offer you a tin foil hat but that's exactly what a robot would do!

@Cleoriff Algorithm is a fantastic word. As for a virtual community managers as the technology improves it might get harder and harder to tell the difference between a person and bot. I hope not though as I'd be out of a job!

@viridis Agreed they can be very frustrating in a customer service situation. Have you had to deal with one recently?

Re: Talking to chatbots

MI5 — Fri, 05 Aug 2016 08:59:27 GMT

You only have to look at the confusion caused by live chat following algorithms to know it would never work in a mobile phone type of CS environment.

Re: Talking to chatbots

viridis — Fri, 05 Aug 2016 08:59:32 GMT

Yes, PayPal.
Their system is nothing but infuriating and gets you angry before even talking to someone, it's truly atrocious

Re: Talking to chatbots

Martin-O2 — Fri, 05 Aug 2016 09:12:00 GMT

@MI5 There far from perfect currently but we might see them become more prevalent as they software gets better. Can't beat a real person for customer service though. You want someone who can understand your issue.

@viridis Luckily I've never had to deal with their CS! I find the banks IVR frustrating enough and that gets you through to where you need quick enough.

Re: Talking to chatbots

viridis — Fri, 05 Aug 2016 09:14:07 GMT

@Martin-O2 wrote:

@MI5 There far from perfect currently but we might see them become more prevalent as they software gets better.

To be fair, they said the same about built in spell checkers and auto correct. They fail often.

Re: Talking to chatbots

Cleoriff — Fri, 05 Aug 2016 09:16:13 GMT

@Martin-O2 wrote:

@Cleoriff Algorithm is a fantastic word. As for a virtual community managers as the technology improves it might get harder and harder to tell the difference between a person and bot. I hope not though as I'd be out of a job!

Sooooo.......imagine this scenario. A chatbot is programmed with a set of rules. I am having a bad day due to personal circumstances. ...I then take my frustration out on another member of the forum. I become rude arrogant and dismissive. Would chatbot understand I am having an off day 'because Cleo isn't normally like that' (lol)...would I get a warning or be banned? How would that algorithm work?

Re: Talking to chatbots

MI5 — Fri, 05 Aug 2016 09:34:03 GMT

Immediate ban

Re: Talking to chatbots

Martin-O2 — Fri, 05 Aug 2016 09:40:12 GMT

@viridis That's a good point, spell checkers still miss some obvious ones!

@Cleoriff Pure speculation of course but the program would have access to your previous posts and could identify that the frustrated comments were out of the ordinary and base the response using a predetermined set of rules. I'm sure that the human touch would still be required for a lot of decisions.

I don't see a program being sophisticated enough to do this kind of things for at least a decade though.

Re: Talking to chatbots

Cleoriff — Fri, 05 Aug 2016 09:42:31 GMT

@MI5 wrote:
Immediate ban

Better not let you programme that damn chatbot then....

Re: Talking to chatbots

MI5 — Fri, 05 Aug 2016 09:43:31 GMT

@Cleoriff wrote:

@MI5 wrote:
Immediate ban

Better not let you programme that damn chatbot then....

I'm working on my own version

Re: Talking to chatbots

gmarkj — Fri, 05 Aug 2016 09:47:36 GMT

@Martin-O2 wrote:

@viridis That's a good point, spell checkers still miss some obvious ones!

Not just spelling but also grammar as well!

And don't get me started on the their/there/they're etc etc...

Re: Talking to chatbots

Martin-O2 — Fri, 05 Aug 2016 09:56:44 GMT

@gmarkj Yeah sometimes they point out a grammar error when there is none. Very annoying.

@Cleoriff @MI5 Haha you can call it the banbot. perma bans for everyone!

Re: Talking to chatbots

Cleoriff — Fri, 05 Aug 2016 09:57:42 GMT

Banbot....like the name...Not the idea though....

Re: Talking to chatbots

Martin-O2 — Fri, 05 Aug 2016 10:00:43 GMT

@Cleoriff wrote:

Banbot....like the name...Not the idea though....

The forum would be a ghost town within hours of deployment