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  • RR

    Robert Rafferty

    about 1 year ago #

    From my experience here at Rocketbots, having been a Chatbot Agency-Turned AI Powered SaaS Live Chat platform, I can say that personalization (as well as human interactions) are here to stay.

    While Chatbots are indeed getting better by the day, informal turing tests (I just ask my customers how they feel about talking with our chatbots), humans can always tell when they're not talking with a person. Humans don't like talking with a non-human, unless it's for novelty, and humans always want to speak to another human once a Dollar Sign is involved, the trust just isn't there to let AI take over business deals.

    Personalization is easy to come by in Chatbots, with even free NLPs out there and a platform like ours at Rocketbots, you could indeed capture information from a user and use it to personalize the conversation, but that's in an ideal world. In real world, Chatbots, even the best of them, fail typically 55% of the time, so personalization is really not an issue for user disengagement compared to chatbot failures.

    To answer your directly: Personalization can only get more accurate as users tend to use persistent log ins from their social media, like Facebook's new Customer Chat plugin. By having users show up already logged in on their Messenger accounts, bots will be privy to their account information, so the conversation and be personalized from the get-go.

    The real answer to human-bot conversation stickiness though, will always come down to Human-AI hybrid conversations. Letting a bot that can chat as much as it can chat until it isn't sure it can handle the conversation any longer, and then notifying a human to come in, is probably the best way to deal with human-AI conversation success. Personalization in my opinion, is just icing on a cake.

  • JC

    Jack Carter

    7 months ago #

    Although progress in AI seems to be proceeding at a breathless pace, we’re still at the very start of the relationship between humans and bots.

  • ТM

    Турбо Max

    5 months ago #

    I think chatbots are rather helpful

  • GA

    Gaurav Arora

    3 months ago #

    Good to hear that personalization has come a long way.

    I personally feel that its not only personalization, but hyper-personalization is going to reign.

    Here's one of the reasons why I think so:

    Hyper- Personalization goes 1 step ahead than just calling the user with his/her first name.

    For example: If you have a coffee shop, you would send personalized communication to a user (who likes cappuccino) saying - "New cappuccino flavour is available. Buy Now."

    But if you have leveraged hyper-personalization, then the message would be like - "Your favourite cappuccino flavour with whipped cream is available. Buy Now!"

    You just increased your chances of conversion by using hyper-personalization.

    Also, I came across this article which talks about hyper-personalization and why it is the future of marketing. It also explains how some of the big brands are killing at it.

    Read here -

  • PS

    Priya Seo

    about 1 month ago #

    I think for b2b Drift Chat bot is better

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