Chatbot Today, Conversational AI Agent Tomorrow

The premature adoption of inadequate technologies can often do more harm than good. One of the most apposite examples is the frequently misguided espousal of basic ChatBot solutions in an increasingly digital-first landscape. ChatBots have been around for a long time, having grown from Interactive Voice Response (IVR) systems from over 20 years ago. But with businesses progressively shifting online over the past few years (in particular the past 18 months), organizations everywhere have been on the hunt searching for solutions that can reduce the volume of costly, time-consuming digital interactions with customers. Yet traditional ChatBots have infamously underperformed in terms of user experience. More often than not, these Bots will continue to pass a query to an employee when the task at hand becomes too difficult -- only serving to complicate the customer experience, rather than enhance it.