Chatbots or human beings for sales? Choice is not an option.

October 1, 2019

If you think that artificial intelligence will replace vendors in the short term, this is not a real fact. It is still necessary that both work at the same time. Let us tell you why in this note.

If you sell a simple or cheap product, a client may possibly tolerate a chatbot interaction, as long as the conversation is fast and fluent and requires a low cognitive function. But regarding complex goods and services, modern chatbots do not get to match human vendors’ abilities.

As well as virtual agents, chatbots are chosen when users decide to waive human interaction in order to self-supply a specific need and benefit from it.  For example, they would prefer a virtual agent rather than getting in a line in an airport. Or in a supermarket, they would stop at a selfcheck machine, provided that the amount of the purchased products is a small one.  However, he/she would prefer a human cashier if his/her cart is full to avoid errors.

Our conclusion would be that when facing situations in which self-service automation, as chatbots, is practical, fast and easy, the customer will go for them. On the other hand, complexity calls for the need of interacting with real people.

Born in the era of artificial intelligence, at present the chatbot application responds to the search of how to use technology to make that human beings may be even better and more competitive in their performance; better than computers, instead of replacing them.

Anyway, it is a real fact that although clients still highly appreciate interaction with vendors, it is increasingly harder to tolerate the waiting when seeking assistance. Clients are hungry of time and navigating in a very competitive market. Are you going to risk your client going to the competence because he/she did not get an answer in due time?

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