BLUF

Chatbots have become familiar in our work and private lives; however, many of us still find them frustrating; however, some of these frustrations could be resolved by redesigning chatbots.

Summary

Whenever you communicate with a large business/agency it is increasingly common to be connected to a chatbot. However, the experience can be annoying when the chatbot can't understand or misinterprets our inquiry or redirects us to a call centre or visit a web page. 
The main reasons for negative user experiences are:
  • organisations try to make the chatbot too human, leading to unrealistic expectations 
  • chatbots are rules-based with a narrow knowledge base, limiting their interpretation ability
Waizenegger and Techatassanasoontorn of the University of Technology, Auckland found that meaningful engagement with a chatbot is important for an effective outcome and recommend these strategies:
  • try not to use complex sentences or provide too much information
  • if the chatbot doesn't understand you, try to use keywords, menu buttons (if available) or short sentences
  • chatbots acquire new 'skills' over time, so give it another chance later
  • organisations redesign the mix of human and chatbot interaction
However, when reading this article, it is worth considering that chatbots might not be a good way to communicate no matter what.

References

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Source Information: The Conversation: