![]() Lastly, when redirecting a customer, chatbots act more like a navigator, pointing to alternative information sources such as the company’s website, and don’t directly respond to inquiries. ![]() This type of interaction usually leads nowhere, since most chatbots aren’t trained for off-topic questions such as “do you want to marry me?” or “what is the meaning of life?”. In some cases, people see the novelty of chatbots as an open invitation to challenge them and see when it breaks. These two types of interactions, however, often leave customers without the required information.īanking with a chatbot: a battle between convenience and security In those cases, chatbots often ask follow-up questions and provide additional information that might be relevant. On the flip side, a committing interaction sees the chatbot more engaged than the customer, trying to provide an answer to a question or solving a customer’s problem. Shutterstock ‘What’s the meaning of life?’Īccommodating interactions are ones where the customer is in the driver’s seat, helping the chatbot understand their needs by changing the way they phrase the question or statement, repeating their request or clarifying their intent. Most chatbots aren’t trained for off-topic questions. In the case of socialising, the chatbot tries to entertain the customer – for example, by telling jokes or trying to cheer them up if they detect a bad mood.ĭo chatbots have a role to play in suicide prevention?Ĭollaborating interactions are those conversations where both the chatbot and the customer work together on the customer’s needs, such as booking a flight or understanding the root cause of a problem and identifying solutions.īoth socialising and collaborating interactions involve smooth exchanges between the chatbot and customer and mostly lead to positive outcomes. These vary depending on who is driving the conversation (the chatbot or the customer), how “real” they perceive each other to be, their social cues, and the customer’s effort. We identified six distinct types of human-chatbot interactions: socialising, collaborating, challenging, accommodating, committing, and redirecting. We find that to create constructive, meaningful engagement with a chatbot, the actions and reactions of the customer and a willingness to make it work are as important as the chatbot’s own functionality. In our latest research, we put the spotlight on how customers deal with chatbots and suggest ways to improve the experience. While previous studies have focused mainly on the chatbot, including why companies implement them and the design cues that characterise them, there hasn’t been much consideration of the customer’s role in these interactions.ĪI shop assistants: get ready for a world where you can't tell humans and chatbots apart Shutterstock A two-way streetĪlthough it’s easy to blame the chatbot for a miserable experience, we need to realise that, just as it takes two hands to clap, it takes both chatbot and customer to create a satisfactory interaction. Chatbots are not human and many can’t understand nuanced natural language.
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