Bot shopping mall, Follow The Verge online:
THE FREAKING ROBOT
What is new and interesting, however, is the advent of messaging platforms like SMS and Facebook Messenger that provide accessible channels for brands to deploy bots. This bot shopping mall development comes at the same time many shopping center operators seek to a reduce guest services overhead and b bot shopping mall on-trend with tech as brick-and-mortar retail steps up the competition with e-retailers.
In this article, we offer four key takeaways from the Rise Of The Machines in the shopping center space, including what you and your property can do to better engage with guests at scale. Bots are far from failure-proof Although we idealize computer programs as highly precise beings immune to the chaos and emotions of a human brain, even the best bots often fail to grasp the point of an open-ended guest message.
In fact, all current chatbot vendors are selling a version of a simple keyword-based auto response enhanced with the ability to identify the meaningful parts of guest input in a nutshell, Natural Language Processing. Can you help?
Some operators work around this by forcing guests to send limited inputs as in many Facebook Messenger botsbut that technology is no better than the telephone trees we get forced into when we call a massive corporate helpline. That impersonal agenda is far removed from the experiential direction brick-and-mortar retail needs to head.
Bots must be open that they are indeed bots by clearly branding the service as AI— the truth will come out anyways within messages. If your bot is only meant to promote items on sale for a holiday, there should be no chance a guest opens the chat experience expecting to learn about accessible parking. To minimize the fallout of implementing an AI chat solution, transparency is key.
Human fail-safes are vital With even the best bots regularly failing to understand the exact meaning behind a guest message, having a human on hand to avoid further frustration is a must-have.
Without a human fallback, guest will continue to bombard the bot with messages when the bot fails to deliver the right information, and the bot will continue to regurgitate bad info.
Brands must offer chat guests a clear path to human help, and not leave guests hanging in a failed AI experience. While trying and failing is so often the key to success in life, this is not true in the emotional world of customer service.
However, the guesswork involved with bot shopping mall approach fails to result in a satisfactory guest experience.
From there, bot builders and mall operators should partner to gradually increase that number, always defaulting bot shopping mall human aid when a chatbot is not confident in its ability to respond.