Year of Chatbots: The Supportive

Mathew Patterson | November 1, 2016
The Supportive is a monthly series exploring the latest trends in the customer service industry, hosted by Mat Patterson at Help Scout.

The Year of Chatbots

Artificial intelligence and chatbots are a hot topic in 2016, but what is the state of the chatbot industry today?

The chatbots are coming

In The Humans Hiding Behind the Chatbots and Pushing the Boundaries of AI to Talk to the Dead, Ellen Huet at Bloomberg Technology gives us insight into how chatbots are being used to replicate people, in some cases by having people replicating the AI!

Ella Morton at Slate explores The Mechanical Chess Player That Unsettled the World, the classic example of the chess playing robot that was...not.

Once more with feeling

Koko is making bots that can help people in emotional crisis, explored in This Startup Is Teaching Chatbots Real Empathy. If your crisis is of a more legal nature, Dutch technology has got you covered by replacing some of your expensive lawyers with less costly, more accessible software.

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Is it time to switch careers?

Marc Andreesen thinks robots aren’t all that, at least not yet. The technology is rapidly improving, but there’s still a long road ahead before the wide range of customer service interactions could be consistently and effectively handled by software.

The biggest opportunity for bots and AI in high-value customer service is helping to make our human powered support more informed, more responsive, and more efficient. The less time we spend searching past conversations and repeating ourselves, the more time left for human connection.

Or perhaps Bret and Jermaine are correct, and robotic beings will rule the world.

Further learning

What do you think? Have you had a great experience with a chatbot? Perhaps you’re dating an OS? Leave a comment and let us know!


About the author: After running a support team for years, Mat Patterson joined the marketing team at Help Scout, the invisible help desk software. Learn how Help Scout takes the headache out of email support.