24 July 2017

Bots taking over the world has been a hot topic since the very first birth of robotic activity and has become even more tangible since the 1984 “I’ll be back” Terminator franchise.  Just recently, Elon Musk pointed out to consider artificial intelligence (AI) the most serious threat to the survival of the human race.  He said national and international regulatory oversight is needed, “just to make sure that we don’t do something foolish.”  Musk also stated his investments in AI as “keeping an eye on what’s going on, rather than a viable return on capital”.  In other words: automation is a hot topic and positive and negative effects have to be taken seriously.

What is a chatbot?

In order to understand the pros and cons of a chatbot, we’ll define it more precisely.  What is a chatbot?  How does it work?  In a nutshell, a chatbot is an automated system that conducts a conversation by recognition of patterns occurring in communications.  Chatbots have become more advanced and are not just capable anymore of recognising a question, but can also look for information that can be useful to the customer in a proactive way.  Obvious pros of this system are: constant availability, immediate response time and the number of simultaneous chats a bot can handle.

Bots taking over jobs?

But what are the cons of this new technology?  Should we be afraid of chatbots entering a room with a black leather jacket, shotgun and a slight Austrian accent?  Or should we be more afraid of the more likely event of bots taking over our jobs?

Although chatbots like our Mecoms MECOMS Interactive Agent (MIA) will render some jobs obsolete, it doesn’t have to be a bad thing at all.  Nowadays, repetitive tasks are often still carried out by employees.  MIA takes over takes over those repetitive tasks, leaving more space for your employees to think in a creative and dynamic way about your core business so that you can come up with innovative ideas and thus be one step ahead of your competitors.  Employees will be given the opportunity to leave dull tasks behind and to tackle more challenging problems that will help your company grow!

Why choose MIA?

As we allowed automation in our company, it gave our employees the possibility to develop a very special chatbot  🙂  MIA is able to recognise the mood of the user it’s interacting with.  If a user is unhappy, it will recognise certain word patterns that indicate anger or frustration and change its tactic in order to get the user happy again.  Choose for innovation, choose MIA and increase your customer satisfaction!

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