Online Chatbots :: Help for Online Customer Service
15. April, 2008 from Yaoti team
Chatbot Avatars take over Customer Communication
A lot of companies are under pressure to offer their customers a personal and extensive service. Small and Medium businesses, which don’t have the staff to provide such a customer service chance to annoy and lose their customers. What can help is a chatbot (see). These intelligent question-answering machines deal with the online customer service.
Chatbots were invented in the Sixties; 1966 the first program, named ELIZA, was introduced. For the first time a human could communicate with a machine in natural language. Today you can still speak to ELIZA, if you visit the website. But don’t expect too much, the Internet appearance looks a little simple and plain.
The latest innovation in the online communications sector is the combination of a chatbot and an avatar, an interactive human figure. The avatar gives the user the impression of a face to face conversation and adds character to the chatbot. This concept has been applied by ALICE. The three times winner of the Loebner prize for artificial intelligence supplies an animated figure right next to the input box.
Oddcast, an online service provider, even took it a step further. Its VHosts answer the questions in audio while they move mouth and face. This creates a very natural impression. Oddcast’s services are mainly used by businesses and service providers, who want to supply an interesting gimmick on their website. On the oddcast website you can create your own VHost and add functions - the more functions, the more expensive the avatar gets.
Despite all the advantages, the VHost still seems artificial; the question remains, will virtual figures ever be as “human” as we are?
(sources: Eliza, Alice, Oddcast)
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