Human and Artificial Intelligence (AI) interactions are evolving at a rapid pace, with the number of users on messaging apps like WhatsApp, Slack and Skype skyrocketing. The spread of messengers, virtual ‘chatbots’ and programmes that imitate human conversations, is increasing in demand. Facebook Messenger alone has more than 1.2 billion monthly users! But what exactly is a chatbot, and how is it possible for it to replicate lifelike, human conversations?
A chatbot is an AI programme, created to simulate conversations with the general public. Chatbots can be programmed to respond the same way each time, to respond differently to messages containing certain keywords and even to use machine learning to adapt their responses to fit the situation. Chatbots streamline the interactions between people and services and they enhance one-on-one experiences by assisting the customer with their specific query.
Through repeated interactions, they develop the ability to understand complex requests, personalise their responses and improve on their interactions over time. Currently, there are over 10,000 developers working on chatbots for use in global messaging programmes such as Facebook Messenger. And it’s estimated that by 2020 over 40% of mobile interactions will be managed by some form of AI, while over 85% of customer interactions will be managed without the input of a human presence....
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