We all are dwelling in an era where smart chatbots surround us. From customer executives to virtual assistants, everything is based on Artificial Intelligence and Machine Learning to make our life easier.
As per a statistical report submitted by HubSpot, “approximately 21% of the customers believe that chatbots are the best and easiest way to initiate a conversation with any business”
The recent years were very fruitful for chatbots technology, as more and more businesses have invested their fortune into chatbots due to the considerable fleet of benefits they offer.
But everything has some disadvantages, and chatbots are no exception. If you are thinking of deploying chatbots for your business, you should ensure that you know their limitations.
Yes, chatbots are incredibly amazing and can substitute humans in various fields, but there are some aspects where they fail to deliver what was expected!
So, are chatbots a boon or a bane? Let’s find out!
Before we plunge into chatbots’ limitations, look at why your business needs chatbots and how good they are, and the benefits they offer.
Advantages of Chatbots.
There are many advantages of chatbots; from receptionists to salespersons and online assistants, they can do almost anything that can help you satisfy your customers while generating more revenue.
1. Chatbots Can Enhance Sales
It is seen that the customer experience gets even better when they have an assisting agent with them. Your chatbot can assist the clients in shopping while resolving their queries on the go.
Also, any purchase chances are higher when the customer is getting better services throughout the shopping journey
2. Chatbots Can Manage Accounts
Managing accounts requires one to be precise about the data and the information. And you can use a chatbot to manage accounts and retrieve details whenever needed.
These artificially intelligent bots are more precise than humans, and there is a small scope of mistakes when you have the right chatbots deployed.
3. Chatbots are Customer Executives
Most of the websites render online chat options due to their ease and convenience. Chatbots are perfect for deploying as customer executives because they are available around the clock and seamlessly resolve customer issues.
Chatbots have more efficiency in dealing with clients when compared to human agents.
The advantages of chatbots are never-ending. They are replacing humans in many fields and are proving them as a better option.
Now you can place food orders, complain about the quality of food, and claim a refund without any human intervention as a chatbot will resolve all the queries with its smart sense.
Some Undeniable Limitations of Chatbots
Chatbots are directly linked with businesses, so understanding their weaknesses is a crucial part. There are a plethora of limitations users and business owners have complained about them. Also, these limitations of chatbots have stopped various organizations from deploying chatbots on their applications and websites.
1. Chatbots Don’t Understand Human Context.
It is one of the significant limitations of chatbots. These chatbots are programmed in a way that they only know what they are taught. They cannot understand humans’ context, and this is a massive gap that can even lead to an angry customer.
The AI-powered smart-bots can understand the general context, but 40 out of 100 cases are not related to the broad context.
2. They Don’t Do Customer Retention.
Retaining a customer is a vital part of every organization. It holds more importance than getting new customers. A chatbot is significantly less capable of retaining the customers as it only tries up to a level for which it is programmed.
It is seen that human executives are better at customer retention because they can relate to the customers’ feelings, which is not the case with chatbots.
3. They Can’t Make Decisions.
Another limitation of chatbots is that they lack decision-making. They don’t have the right know-how to differentiate between the good and the bad.
On March 23, 2016, the tech biggie Microsoft attracted many controversies due to its chatbot Tay. The chatbot posted offensive Tweets and landed Microsoft in huge troubles. So they have to shut down the chatbot temporarily.
Similarly, chatbots have done a lot of damage to multiple brands due to their poor decision-making capability.
4. Exorbitant Installation
Yes, chatbots save you a lot of money in the long run, but their installation cost can break the bank. You need to hire professionals who have rightly programmed chatbots to match the integrity of your business.
And installing a chatbot service means your business should be ready for substantial investment into Artificial Intelligence and Machine Learning.
5. Chatbots Have the Same Answer For a Query
Most customers don’t proceed with the chat when they know they are chatting with a chatbot. Chatbots are easily identifiable because they have the same answer for multiple queries. Suppose you are asking something to a bot that is not available in the data server so that you will get an apology.
The same is the case with other queries; no matter how many different questions you ask, it will deliver you with the same apology, which is quite irritating.
6. They Have Zero Research Skills
The harsh reality of chatbots is that they have zero research skills. These bots only have the answers to the available queries; they cannot research new topics on the web.
Also, the memorizing power of a chatbot is significantly less; they cannot memorize anything until they are fed with new samples and continual training, which is expensive and time-consuming.
7. Chatbots Have No Emotions
Lastly, chatbots have no emotions, and they cannot relate to any low situation. Having no emotions means a chatbot can never establish a connection with the customer, which is crucial for any business’s growth.
The chatbots without sentiment analysis knowledge will deal with the customers in a particular way irrespective of the chat flow. As a result, some customers prefer to close the chat!
How Chatbot Technology is Embracing With Each Day?
Most of these limitations have resulted in a lack of use of chatbots in business. So the programmers took some preventive measures and embraced the leading-edge of chatbots.
1. Better Programming Has Better Results
A chatbot programmed correctly has better outcomes than a chatbot with poor programming. If a chatbot is programmed in the right way using advanced frameworks like Keras, PyTorch, and TensorFlow, then it can deliver your customers a quintessential experience.
2. They are Learning New Things
The R&D centers of various organizations are teaching chatbots to behave as humans do. Chatbots are getting the skills of humans, and it will increase the rate of satisfaction.
So chatbots are becoming more human for outstanding results while benefiting the customers.
3. Top-notch Interface
The overall performance of a chatbot depends on its interface. If the interface is poor, then the outcomes will be disappointing. Recent years were rewarding for chatbots as their interface is getting better with each day.
Their interface is making things easier for the businesses as well as for the customers.
Wrapping It Up
“More than 55% of the clients are interested in connecting with chatbots due to their 24*7 availability”.
The numbers are on the verge of increment as more and more people are inclined towards chatbots.
Yes, we admit that the limitations of chatbots are substantial, and they cannot be avoided due to their direct link with the growth of a business and revenue generation.
Despite all of the limitations, more and more companies are investing in chatbot technology because they know chatbot technology will revolutionize the world.
Every organization is trying to take its initial steps towards limitations for chatbots for a better customer experience.
As a business, you should also consider investing in chatbots to prepare your business for the future.
If you want to impress your customers while delivering them with better services, then limitations for chatbots are essential.
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