Top 5 Chatbot Ecosystem Maps Compared [2020 update]

Outline of chatbot ecosystem including platforms, test&analytics services, vendors that provide chatbot solutions

Chatbots are one of the hottest areas of Artificial Intelligence and we explained them in detail before. Social media revolutionized customer service by enabling customers to digitally reach any brand at any time. However, social also meant that companies needed to cover numerous channels effectively. Then came chatbots.

Companies are anxious to take advantage of 24/7 functioning, intelligent, self improving chatbots handling most queries and transfering customers to live agents when needed. Chatbots reduce customer service costs and increase customer satisfaction.  Given the potential value of chatbots, it comes as no surprise that an ecosystem is developing around chatbots. Read more


3 solutions to achieve chatbot success

Despite so many benefits of chatbots, they are challenging to turn into success stories. We had explained the 3 reasons why your chatbot will failDiscoverability, customer expectations and technology limitations. These are all hard problems but there are strategies you can follow to manage them:

Discoverability: Your chatbot can be on your website, on Kik, on Facebook messenger or on a myriad of other platforms. Until a dominant platform emerges like it did in China, you need to promote your bot as clearly as possible so your customers know where to contact you. Even better, integrate your bot into your customer service processes so it doesn’t even need to be discovered. A chatbot listening into your customer service calls, learning from daily interactions and suggesting your employees what to tell to difficult customers is not a dream. Numerous vendors like True AI or already provide this service. So instead of creating new channels, you can augment your customer reps with chatbots and get some of chatbot benefits. Read more


8 Epic Chatbot / Conversational Bot Failures [2020 update]

Though they are in fashion, good chatbots are notoriously hard to create given complexities of natural language that we explained in detail. So it is only natural that even companies like Facebook are pulling the plug on some of their bots. Many chatbots are failing miserably to connect with their users or to perform simple actions. And people are having a blast taking screenshots and showing bot ineptitude.

Sadly though, we are probably a bit like analogue photographers, making fun of poor quality first generation digital cameras. In 20-30 years when bots become better than us in conversation, the beginnings of bots will look quite strange. If you don’t believe that, consider how machines are improving in speed and memory with Moore’s law and how their language skills evolved from understanding only commands to understanding some complex sentences as in the case of Microsoft’s XiaoIce. However, humans natural language abilities remain fixed for a long time, making it only inevitable that bots will inevitably catch up with us. At least that’s what most scientist believe, you can see surveys of scientists on future of AI here. So while we can, let’s look at how bots fail: Read more


Why your chatbot will fail? [2020 update]

Google searches on chatbots surged since 2015

Every year companies spend $100+ billion annually in wages to call center reps. I have seen companies where most of customer service queries were about issues that can be resolved in self service channels. Customers also reported resorting to call centers for simple problems that can be resolved online. Then came chatbots! Now companies have a unique channel which can both serve simple queries at low cost and serve complex queries by seamlessly transferring customers to a human agent. On top, bots are lightining fast, one of top criteria for customers. As a result, search queries on chatbots more than doubled in a year and investment is also exploding. Tech giants are building an ecosystem of bot analytics and development tools. Read more


Top 60 Chatbot Companies of 2020: In-depth Guide

A chatbot is one of the oldest envisioned use cases for Artificial Intelligence. Alan Turing suggested that instead of debating whether a machine could think, we should measure how it imitates human language. Microsoft’s Xiaoice already passes the Turing test for 10 minutes.

What about your company? Don’t you believe that some of the queries that your company is responding to on social media, webchat or SMS could be easily and quickly responded by chat bots improving customer satisfaction? If yes, do you already have a customer service chat bot or are you looking to build a new one?  If you need to find a chat bot vendor to work with and have just 1 minute to solve this: Read more