Keep it simple to boost chatbot engagement WARC

SYDNEY: Though artificial intelligence is evolving quickly, consumers remain wary of the technology and prefer chatbots to stay simple with guided options, according to an Australian expert. Douglas Nicol, founder of On Message – Australia's first messaging agency – explained that the public at large is yet to catch up with the enthusiasm of marketers for futuristic chat solutions. In fact, consumers expect simpler chatbot formats which directly address their issues, rather than showcase the latest and greatest AI technology. "There is an innate fear amongst Australian consumers of machines and what machines can do to us in the future," Nicol told the Mumbrella MSIX conference in Sydney. "So the question is how do you navigate this world, because the world of artificial intelligence is changing everything."