Chatbots, static FAQs and automating low-value requests
I have discussed chatbots at length in my earlier posts (see Chatbots are coming your way: Start moving now!, Chatbots for wealth management, trade execution, and portfolio management? Yes, please!, Why (chat)bots are so exciting?, and Chatbots: The future of customer service?). There is no lack of pretty good commentary and viewpoints when it comes to chatbots, and various chatbot platforms have spawned in Europe, US, and Asia-Pacific. As I have argued in my earlier article around a week ago, Facebook has played a prominent role in the emergence of chatbots. There have been some news that Facebook has recently decided to scale down their initial plans in regards to chatbots as chatbots are not living up to initial expectations. Nonetheless, it has been remarkable that tens of thousands of chatbots have been created on the top of Messenger, and Facebook has allowed aspiring chatbot designers to experiment with a variety of…