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Click on the online help, the answer is all robots, is this really good?

Editor's note: The development of artificial intelligence technology is constantly changing the way people live and work. It promotes the development and progress of society to a certain extent. This is beyond doubt. But artificial intelligence is not omnipotent, because machines do not have human thinking and emotions. When you open the online help window on the website and find that you are only a cold robot, you should be disappointed.

In April 2016, Mark Zuckerberg described a bright future for developers on Messenger at Facebook's F8 conference and announced that it would enter a new era of “talking to robots like friends”. Developers around the world, all of whom have certifications from big companies like Facebook, Google, and Microsoft, all claim that the era of independent mobile apps is over, and together celebrate new ways of coming - Conversational Commerce and Chatbots. 11 months ago, Facebook announced that its officially developed chat robot "M" beta test AI failure rate of 70%, then updated its platform, and recommended developers to develop more lightweight applications in Messenger, Also disable session input.

Regarding, we have always known two things. The first thing is that AI is really hard, and it takes many years for the robot to communicate with humans 100% like a friend. After all, robots don't resonate like people. Second, Facebook consumers don't send messages to a business because they want to shop or be interested in the weather. These experiences are premised on having a chat bot, and they also need to support industry data that has expanded from information delivery to social networking.

What Facebook users really want is to get a quick response from a business when there is a problem.

The main reason consumers send messages to businesses on Facebook is to get services. Everything else is a cloud. Such interactive pre-sales may begin with the customer's questioning, and timely responses can advance the transaction. If the customer contacts the sales customer service, it is usually because they really have problems to ask customer service. Some answers can be answered by the robot, and more complex problems can be solved by people. In the case of powerful tools, the speed of human recovery can be comparable to that of robots.

However, many bot developers don't focus on the most demanding part, but seek to create new user experiences or re-develop old concepts about chatbot. If robot developers feel that the participation rate is low, this may not be because AI has failed, but because they lead consumers to the road that they don't want to go at the beginning. Instead of leveraging existing consumer behavior patterns and not training robots to respond to customer needs, AI's role is simply to realize the creative experience that robot developers imagine and to guide consumers through the experience.

Facebook now recommends that robot developers completely disable session input.

I personally don't think that disabling chat input as suggested by Facebook is the right solution for the technical limitations of AI and NLP. Communication robots without dialogue capabilities are acceptable for news robots, where the experience is driven by notifications and content consumption. However, if it is a service-based business, you need to provide a platform for users to interact with you. If text input is the main way of Messenger, it will limit the customer's willingness and initiative to communicate, and force them to seek other ways of customer service that you can imagine, or just delay the response will make customers more disappointed. Think about IVR, every time you listen to the menu options, you have to press "0".

The business community should adopt a combination of automatic and manual, in order to meet the needs of Facebook users.

China's WeChat small program is integrated into the message interaction, which satisfies the developer's expectation of the chat bot, but this is a cultural phenomenon in the East, and Western companies should first use the existing consumer behavior and be better. Use such behavior data. If you are not a fan of the concept of "chasing robots will replace manual services", just stick to the promise of customers at the beginning of the opening, then the introduction of such technology can help you strengthen communication with customers. If you can meet the expectations of today's Facebook consumers, then over time, you can add new features and lead consumers in the direction you are looking for. In the end you are likely to meet their needs.