11–20 of 51 posts
Tech is so blessedly, unfailingly logical and we stupid humans have to sully that to make some of us feel happier, and not more effective :(
"Your chatbot should be purposeful, reflective of your product’s voice, and simpatico with your users. One helpful design exercise is to produce an assistant persona and personality:" For a business, a "chatbot" or any feature similar to it needs to do one thing and that is solve the users problem(s). If the user wants to do X within the app or learn about Y, the chatbot needs to help the user with that efficiently a…
Earlier quoted context omitted.
I don't know any users that are ever happy with any chatbot. The only exceptions I can think of are Apple Siri and Amazon Alexa, that's only because they respond to your voice and save you the trouble of typing or clicking, not because they have any intrinsic value as chatbots.
Users are never happy with chatbots, but they can be happy with chat experiences if they never realize there's a bot behind the scenes.
"Your chatbot should be purposeful, reflective of your product’s voice, and simpatico with your users. One helpful design exercise is to produce an assistant persona and personality:" For a business, a "chatbot" or any feature similar to it needs to do one thing and that is solve the users problem(s). If the user wants to do X within the app or learn about Y, the chatbot needs to help the user with that efficiently a…
Agreed. The virtual equivalent of a Radioshack employee isn't the way.
"Your chatbot should be purposeful, reflective of your product’s voice, and simpatico with your users. One helpful design exercise is to produce an assistant persona and personality:" For a business, a "chatbot" or any feature similar to it needs to do one thing and that is solve the users problem(s). If the user wants to do X within the app or learn about Y, the chatbot needs to help the user with that efficiently a…
No, I don't want to forcibly converse with a brick wall that clearly doesn't understand my question and is chipperly excited about that fact, fuck you.
So I went from loving my latest Windows 10 PC (-- second in a row that had been awesome, even!) to swearing off MS for years (again) in about 30 minutes of completely terrible bot-based customer support.
I sincerely hope that strategy works for them, and they're gaining income somewhere to offset what they've lost from me.
I don't think it will.
I couldn't disagree with article more. I don't want a damn chat bot. I want a way to solve my problems that's not pretending to talk to person. I don't what to have to guess a string to enter to get the results I want. Give me some sort of real UI. I can't see how a chat bot could be more effective than good documentation with good search functionality.
There's just a massive failure of leadership in tech companies (well, in general), so rather than deal with real challenges, they smother themselves in carbon-monoxide statistics -- things that don't set off alarms, but destroy the business through misoptimization.
"Your chatbot should be purposeful, reflective of your product’s voice, and simpatico with your users. One helpful design exercise is to produce an assistant persona and personality:" For a business, a "chatbot" or any feature similar to it needs to do one thing and that is solve the users problem(s). If the user wants to do X within the app or learn about Y, the chatbot needs to help the user with that efficiently a…
I don't know any users that are ever happy with any chatbot. The only exceptions I can think of are Apple Siri and Amazon Alexa, that's only because they respond to your voice and save you the trouble of typing or clicking, not because they have any intrinsic value as chatbots.
Voice is just a medium, what I really want is more powerful abstractions. Do more with fewer interactions.
I don't want to ask Alexa what movies are playing nearby, that's as good as the 1985 moviefone service. I want to know whether there are movies worth watching, and have Alexa check movies/times/ratings/weather/traffic/my calendar and tell me "Yes - X is certified Fresh and recommended it on Twitter recently. It's playing at Y theater for $Z, you can walk there in time for the 8:00PM show. Would you like me to buy a ticket?"... I don't want to buy an HDMI cable from Amazon, I want a sample of physical/digital retailers with prices/ETAs/ratings...
Voice, GUI, heck even CLI is fine.
And when it comes to smart homes, I expect learning and proactivity. If I follow GSW, don't make me ask if they're playing, then ask to turn on the TV, then change the channels, then adjust the volume... learn that I care, ask if I care now, and get the game on ASAP if the answer is "yes".
The problem is you implemented chatbot in the first place so you don't have to directly deal with customers.