![]() In contrast, WeChat official-account pages are often sophisticated versions of these bots, and our Chinese participants were familiar with them. Interaction bots are a fairly obscure channel: most participants in our US studies had not interacted with such bots before and they were not aware of its existence. In general, people’s attitudes toward bots ranged from neutral to slightly positive. Some of the tasks involved chatting for customer-service purposes with either humans or bots, and others targeted Facebook Messenger or SMS-based chatbots. To understand the usability of chatbots, we recruited 8 US participants and asked them to perform a set of chat-related tasks on mobile (5 participants) and desktop (3 participants). While customer-service bots are often text only, interaction bots combine text with visual UI elements as a method of interaction. Kiehl’s Messenger chatbot: Users can interact with the chatbot either by typing text in the Send a Message textbox or by selecting one of the options displayed on the screen (Send Location or Zip Code the Main Menu option below the text-input box). ![]() UPS.com uses a chatbot for customer-service questions. (Other platforms include Twitter and Slack.) However, they can also live within an app (Bank of America’s Erica) or be available through text messaging (Eno from Capital One). Such interaction bots are available on a variety of platforms, the most prominent being Facebook Messenger. For example, Domino’s Pizza bot allows users to order pizza Flo from Progressive produces an auto-insurance quote. ![]()
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