Chatbot Activity Spotted in Area 120! Mystery Solved: It’s About Bot-building—and Data

Chatbot Activity Spotted in Area 120! Mystery Solved: It’s About Bot-building—and Data

RELEASE DATE
16-Feb-2018
REGION
North America
Research Code: 9B0F-00-4C-00-00
SKU: IT03610-NA-SF_21599

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Description

Many companies seeking to optimize cost in their support operations “offshored” their helpdesks over the past decade. Yet, the backlash over poor customer experiences, many rooted in language barriers, has caused many firms to bring their support operations back “onshore,” with native English speakers manning the phones. This still, however, does not address the cost and quality challenges associated with human operators that created the desire for offshoring helpdesks in the first place. Chatbots can help address these challenges, and many more—but only if companies can overcome serious chatbot development challenges. Surmounting these challenges is imperative if chatbots are to provide fully informed, rapidly executed, truly human-like interactions with, well, humans.

This SPIE report introduces an innovative application of big data to help companies build better bots—an innovation that is available for free. We like free; and so does the market, in nearly all cases. Following is our analysis of this development, and its implications on bots and big data.

Table of Contents

Introduction

AI Provides Chatbot Building Blocks

The Case for Chatbots

Chatbot Challenges

Most Consumers Are Not Yet Bot-ready—and Poor Experiences Can Damage the Brand

Chatbot Development is Labor-intensive, Inconsistent, and Reactive

Most Chatbots Are Not Game-ready When They Hit the Field

Chatbase Is Helping Companies Build Better Bots

Hundreds of Early Adopters Are Putting Chatbase through its Paces

Chatbase is Free—but at What Price?

Potential Competitors (Partners, Acquisition Targets) and Opportunities

Stratecast - The Last Word

About Stratecast

About Frost & Sullivan

Related Research
Many companies seeking to optimize cost in their support operations “offshored” their helpdesks over the past decade. Yet, the backlash over poor customer experiences, many rooted in language barriers, has caused many firms to bring their support operations back “onshore,” with native English speakers manning the phones. This still, however, does not address the cost and quality challenges associated with human operators that created the desire for offshoring helpdesks in the first place. Chatbots can help address these challenges, and many more—but only if companies can overcome serious chatbot development challenges. Surmounting these challenges is imperative if chatbots are to provide fully informed, rapidly executed, truly human-like interactions with, well, humans. This SPIE report introduces an innovative application of big data to help companies build better bots—an innovation that is available for free. We like free; and so does the market, in nearly all cases. Following is our analysis of this development, and its implications on bots and big data.
More Information
No Index No
Podcast No
Author Jeff Cotrupe
Industries Information Technology
WIP Number 9B0F-00-4C-00-00
Is Prebook No
GPS Codes 9455,9842,9A37-C1,D562