You know the Gartner's technology hype cycle, right? If not, this is it.
You could find more about it here. But I would like to make here a very simple analysis of the chatbot and virtual assistant technology cycle.
It looks pretty similar. The data has been taken from chatbot.org.
WOW!
At this phase everyone was encouraged. A new technology promised to quickly save money by eliminating the costs, associated with the live agents, customer support or sales agents.
Ups...
There was (and still is) one problem: the customers do not like to interact with the robots. They like to talk to humans, to express their emotions, to wait in the queues...
Hm...
The younger generation likes it, the advanced natural language processing (NLP) appears, the service departments understand that you always need to provide an option to switch to the live agent.
It could work...
The big IT leaders know that:
- WIT.AI was acquired by Facebook in 2015
- API.AI was acquired by Google in 2016
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