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Chatbots Are Still Missing the Human Element of Conversation, Finds Strategy Analytics

·2-min read

Customers’ Emotions Have Significant Influence on Their Satisfaction with a Service Chatbot

Strategy Analytics – The development of conversational agents or chatbots that can engage in empathetic conversation with ‘real people’ has long been a goal of artificial intelligence (AI). But the majority of current mainstream chatbots used to increase customer engagement and reduce costs, are inflexible, prescriptive and unable to work outside of their scope. The inability to express emotion, attitude, or opinion, especially if the chatbot cannot solve a customer’s problem, leads to user frustration and cessation of use.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20201026005638/en/

Chatbot PR Stock Image (Photo: Shutterstock)

Exploring key design implications for future chatbots by reviewing recent academic and industry research on conversational agents, a new report from the User Experience Strategies service at Strategy Analytics, "Conversational Agents: Update on Academic and Industry UX Research", identifies a number of key areas for consideration in the design of future chatbots.

Commented Diane O'Neill, co-author and Director, UX Innovation Practice, "Research has shown that a customer’s emotions have significant influence on their satisfaction with a service chatbot. Consumer reaction to error is significantly influenced by perceived competence and trust. By designing systems that are user-centric and content driven, in addition to preventing recognized non-progress events from occurring, this will provide numerous benefits to the businesses using them.

Commented Kevin Nolan, VP, UX Innovation Practice, "But despite some successes in the development of empathetic chatbots, human-level intelligence is still not fully understood. Building intelligent social chatbots that can understand humans and their surrounding world requires further advances in AI particularly as their use diversifies into critical health related services such as mental health support systems."

Source: Strategy Analytics, Inc.

#SA_UX

About Strategy Analytics
Strategy Analytics, Inc. is a global leader in supporting companies across their planning lifecycle through a range of customized market research solutions. Our multi-discipline capabilities include: industry research advisory services, customer insights, user experience design and innovation expertise, mobile consumer on-device tracking and business-to-business consulting competencies. With domain expertise in: smart devices, connected cars, intelligent home, service providers, IoT, strategic components and media, Strategy Analytics can develop a solution to meet your specific planning need. For more information, visit us at www.strategyanalytics.com.

For more information about Strategy Analytics
Service Name: User Experience Strategies
Service Name: In-Vehicle UX
Service Name: UX Innovation Practice

View source version on businesswire.com: https://www.businesswire.com/news/home/20201026005638/en/

Contacts

European Contact: Diane O'Neill, +44 (0)1908 423 669, doneill@strategyanalytics.com
US Contact: Lisa Cooper, +1 617 614 0711, lcooper@strategyanalytics.com