Hot naughty chat bots
If they are already happy emailing the help desk instead of phoning, how likely is it that are we'll lure them away from email in favour of a chat interface?
Take APIs and a chat interface and you have the next step in Chat Ops automation.
Zuckerberg was keen to share the vision of people conversing via Facebook Messenger to an intelligent bot, as if it was a friend.
We’d be booking hotels, sending flowers and making restaurant reservations without needing to go near a website or an app. Fast forward to the present day and consumer chatbot adoption has been hit and miss.
Its top suggestion is reducing the call centre help desk workload by answering FAQs and routing requests to the right queues, complete with an automatic update back to the end user.
These kinds of customer service tasks are most commonly top of the bot capability list, but you have to wonder if end users are ready for it.
The IT team is monitoring uptime and SSL certificates, JIRA issues, Pager Duty incidents and Visual Studio Team Services projects all within the comfort of the Slack app.Meanwhile, Microsoft is training Cortana for the role with the Calendar. Cortana will check Office 365, and Google calendar and can also schedule Skype for Business meetings.One cool thing about these scheduling bots is that you can specify a time range in your initial request, even if other times in your calendar are technically free, to give some guidance to your own meeting time preference.Like the consumer bot hype, you'll find lots of examples about how bots could be used in large organisations but few actual case studies on bot successes.
Apart from the chat-based platforms above, bots may be added as part of an application's functionality or exist in a small proof of concept with a limited number of beta testers.The Singapore Government has a bot to ask about pollution levels or send feedback about their services, so maybe I'm just in the wrong market or the wrong demographic.