3 myths about chatbot design, busted

by | Aug 19, 2022 | Technology

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These days, conversational artificial intelligence (AI) chatbots are everywhere on websites, SMS and social channels. Conversational AI-supported chatbots that use natural language processing (NLP) help customers deal with everything from product recommendations to order questions. 

Enterprises love conversational AI chatbots, too: According to a recent Gartner report, by 2027 chatbots will become the primary customer service channel for roughly a quarter of organizations. Over half (54%) of survey respondents said they are already using some form of chatbot, virtual customer assistant (VCA) or other conversational AI platform for customer-facing applications.

According to Susan Hura, chief design officer at Kore AI, chatbots aren’t all-knowing virtual assistants living on a website that are ready to answer every question at a moment’s notice. While integrating a conversational AI-supported chatbot may seem quick and easy, there are complex intricacies under the hood. A chatbot’s design, she explained, plays a more strategic role than one might think and requires an immense amount of human input to create. 

Designing the conversational AI experience

Orlando, Florida-based Kore AI was cited in Gartner’s 2022 Magic Quadrant for Enterprise Conversational AI Platforms as offering a “no-code platform for conversational AI in a broad sense, crossing over into adjacent product categories with interface and process building capabilities.” Essentially, the company develops conversational bots for enterprises across different channels, from traditional web chatbots and SMS bots to bots in Facebook Messenger and WhatsApp and voice-enabled bots. 

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Hura joined the company in March to build out an expert design practice for the company.

“While it is a do-it-yourself platform, for many of our enterprise-level customers an expert team c …

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