However, this does mean for now that chatbot user experience has become less of a two-way conversation and more like browsing through an app, with users clicking buttons to get desired information. Prompting them to enter input in a format the bot can understand means less chance for open-ended questions using natural language that the bot can’t find a reply for.
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As soon as the user starts engaging with a chatbot, a list of its core functions is displayed.Ĭhatbots are a fairly new concept and most users still aren’t overly familiar with how to interact with them. It recently announced some new bot features including a persistent menu function. So, instead of continuing its large-scale development of chatbot technology, Facebook is turning its focus to getting the existing bots to answer a limited set of questions correctly.
This hype may have hurt adoption and use of this new technology, with users becoming disenchanted with the bots on offer. He went on to say that many of the first bots on the Messenger platform weren’t nearly as good as the native apps they were designed to replace. How did this happen?Ĭhatbots ‘got really overhyped really, really quickly’ said Messenger VP David Marcus, in February this year (this will open in a new window). So, in some cases the technology is not yet sophisticated enough to have anything resembling a genuine conversation. This is where the bot depends on specific keywords identified in the user input.
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It soon became clear that a huge number of chatbots out there aren’t actually all that intelligent, and in fact are based on decision tree logic or the retrieval model (see part two of our blog series for more on this). So, what exactly has caused this retraction? Well, during some of our research on the chatbots out there, we have to admit we did come across some of this:
So much so, that brands jumped on the chatbot bandwagon in their droves – over 34,000 of them to be exact were live on Messenger by the end of last year.īut then, a couple of months ago, Facebook reported that 70% of their Messenger chatbots are failing to fulfil user requests (this will open in a new window). Throughout 2016 we heard a lot about chatbots and that apps will no longer be the way we interact with digital services in the future (this will open in a new window). So, what went wrong? Does this mean the chatbot trend is over before it really got going? What about the companies that have already invested? Surely there are some bots that are worth our time? Where did it all go wrong? Chatbots would be able to replace human interaction, replying to customer service queries in a conversation-like fashion via messaging apps, effectively cutting down on human resources and in turn, business costs.īut, when in February this year Facebook announced it was scaling back on its bots, some were left thinking that in reality, they maybe hadn’t really lived up to their hype? Today, I want to explore how successful they have been and provide a few examples in situ. More specifically we’ve seen why brands are using them as a way of scaling one-on-one conversations directly with their users through chatbots. Throughout our blog series (read part one and part two) on conversational interfaces, we’ve looked at the rapid growth of instant messaging how the interfaces work and touched on why brands are adopting them.
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