Why brands like Amazon are using “dumb” bots for smart service - Seguridad Mania.com - España y América Latina

Reportedly, 44% of Americans would rather scrub a toilet than call customer support. And heeding that cry for help back in 2016 or so, companies across the land stepped up to the plate, taking customer service from the phone to texting and messaging with AI-powered, NLP-reliant smart chatbots that could tell jokes, offer small talk, place taco orders, and more. Where those messenger bots fell down, though, was in actually understanding customer intent and delivering on-point customer service. So companies were left with frustrated customers who’d still rather get a root canal than talk on the phone, but left with a broken messenger-based solution that only made the experience worse. The answer: Make bots "dumber," to make customer service smarter. Simpler rules-based chatbots are easy to implement, easy to use, 99-percent effective web and mobile-based messenger apps that don't try to hold conversations — they just solve customer service issues, fast. To learn more about why companies like Amazon are dumping the NLP bots and going all-in on a new generation of rules-based chatbots, don’t miss this VB Live event! You’ll learn: * The difference between NLP and rules-based bots and why it matters * Why companies like Amazon are turning away from natural language processing-driven bots to rules-based bots * How to deliver mobile and web-based customer service that works, using the right bots. * How rules-based bots make the customer journey more effective Speakers: * Abinash Tripathy, Co-Founder and Chief Strategy Officer, Helpshift * Mitch Lee, Manager, Credit Karma and Co-Founder, Penny * Leslie Joseph, Principal Analyst, Forrester Research * Rachael Brownell, Moderator, VentureBeat Sponsored by Helpshift