Say What? Chat Bots Just Don’t Cut It - Yet
Published September 14th, 2007
In the ultimate game of bait-and-switch, several Web sites try to pass off a bot as a bod. That is to say that Live Chat is offered to users, but there’s no flesh-and-blood person on the line, there’s only a chat bot making a robotic guess at what the user might want to know. Few are fooled by the switcheroo, but nonetheless, could the tactic be working? “Ask me again when somebody devises one that passes the Turing Test,” David Dingley, senior analyst for PhoCus Wright, told CRM Buyer. “Until then it is amusing, no more. A good FAQ and search tool produces a better service.”
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