Okay, all I know about chatbots is what I’ve been reading on Medium lately, and the frustrating experience of ringing my utility company and being forced to answer the STUPID questions of its chatbot.
You know how it goes. You ring and either have to wait forever for the call to be picked up, or the chatbot answers and asks for your account number when all you want is some general information. Grrrr….
So you dig out a utility bill and spit out the account number, knowing full well that if you get through to a real person they will ask you for the number again anyway.
Then the utility company bot asks you to explain the reason for your call. You grit your teeth and try to think of a one or three word description and e.n.u.n.c.i.a.t.e it as clearly as possible while growling in the back of your throat.
What happens next? The chatbot either mishears you, or simply doesn’t have a response for your particular query and asks if you want to speak to a customer service representative…
Do I want to speak to a real, live person? Oh god…
Anyway, if you look at this infographic from Medium, you will see a comparison between a chatbot ‘conversation’ and the same query via a simple Google search:
To me, there is no point in carrying on a long, inane Q&A ‘conversation’ with a chatbot when a word or two is all I need to get all the information I need from Papa Google. But am I just being an elitist nerd?
I rather suspect I am. In fact, I rather suspect that most people who regularly use computers are elitist nerds. Why? Because using a computer is actually a lot harder than learning how to use apps on a smartphone. That is why smartphone use has skyrocketed world wide. It is also the reason some pundits believe the days of the desktop [computer] are over. Why pay so much and have to go through such a steep learning curve to do things a smartphone can do so much easier?
There is a part of me that wants to scream that what a smartphone can do is just a fraction of what a ‘proper’ computer can do, but the words barely form before I get a flash of the early 80’s and the emergence of the personal computer. Back then, PCs were much less powerful than mainframes, and I’m sure a lot of old school programmers could not see why everyone couldn’t just learn FORTRAN or something…
So…smartphones may be to the future what PCs were to the past because they are:
- portable in a real sense,
- easy to use, and
- a growth market
But I hope, truly ruly hope that chatbots are just the toddler stage of a technological progression that will end [?] with real voice recognition and real AI support.
Until then, I’ll stick with old school search engines and my antiquated desktop because…I’m an elitist dinosaur with poor eyesight and a pathological hatred of chatbots.