This white paper from Nuance talks about chatbots and how they go wrong. Essentially this paper says something we talk about here at Klick: if your content is easier to get at as an FAQ then don't put it in a chatbot.
Nuance provides six reasons that chatbots can fail:
- Human language is hard!
- You implemented your chatbot without a business objective.
- Customer engagement is more complicated than you think!
- Your chatbot (and your customer) gets stuck in a loop.
- Your chatbot is like all the rest.
- Your chatbot isn’t learning.
The folks at Nuance seem to focus a lot on the telecommunications market, likely because the high volume of calls there can make chatbots economically viable. Pharma has been dipping its toes in as well. This brand has been advertising its branded chatbot support tool:
This chatbot is trying hard in the heavy end of the regulatory pool with a black box warning. This causes a fair amount of auto-scrolling ISI content but the user has clear choices at least, and once into the conversation it exposes pretty much all of the website content as options: