What is your experience of talking to a Chatboot that acts as a call centre adviser on the hotline of a company, institution whose offer you sometimes or permanently use?

Do you like talking to a Chatbot, which, equipped with artificial intelligence, is a kind of IT robot that acts as an adviser to the call centre of the company or institution whose offer you sometimes or permanently use?

Could the use of Big Data Analytics technology to improve the autonomous, automated improvement of the chatbot system's database of questions and answers, supplemented by new questions and answers added to the database, created by artificial intelligence on the basis of available knowledge on the Internet and improved algorithms based on machine learning technology and improving the content quality and professionalism of call centre advice, help to solve the problems of this type of automated advice?

More and more companies and institutions, in order to optimise costs, as they call it, which usually means mainly reducing the number of employees, are employing Chatbots in their call centre departments as call centre advisors, which, being equipped with artificial intelligence, are a kind of computerised robots that replace humans. The costs of such computerised solutions equipped with smart technology are becoming cheaper and available to more and more companies, enterprises, financial and public institutions. Also, the question of the quality of the answers provided by chatbots to the questions asked or the questions asked in the continuation of the conversation both in terms of content, syntax, logic etc. are constantly being improved. Also, the database of ready-made questions and answers can be continuously expanded. These types of solutions can also be equipped with permanent self-improvement systems to improve the algorithms used by removing errors resulting from incorrect answers given by the chatbot or repeated questions, a kind of looping of the answers given by the chatbot when people interested in obtaining specific information give their answers. People calling the hotline who are interested in obtaining specific information usually act as potential or current customers of product or service offers from specific companies and institutions. On the one hand, they would usually like the phone call not to take too long and to get the information they need or to get specific, factually sound advice. In principle, a company, enterprise or institution that engages chatbots in its call centre departments has the analogous goal of improving the conversations that chatbots have with customers. However, it is often the case that the artificial intelligence involved in the chatbots is of an outdated generation, the algorithms involved using not the latest generation of machine learning technology cause a telephone conversation with a chatbot to take much longer than with the human call centre adviser whom the chatbot has replaced. This is because the outdated machine learning technology involved and previous generations of artificial intelligence ask several to several questions of the potential customer calling the hotline, in order to finally redirect the caller interested in a specific product or service offering or in need of specific advice to an advisor who will provide a factual and professional answer to the caller's queries, as the chatbot was unable to do. The question then arises as to why some companies and institutions are replacing their call centre employees, i.e. call centre advisers, with chatbots, since they have used outdated technology to create them and the resulting solutions generate an embarrassing situation and disgust with this type of telephone conversation instead of helping many potential customers? Is this an attempt to improve the image of a company presented in marketing communications as a modern company, using modern technology as it were, especially since another, competing company also already uses similar technological solutions. This happens more than once. Chatbots, which replace human hotline advisers in call centres, are presented as an example of modernity in the marketing communication of a company or institution, and potential or existing customers are disgusted by this kind of pseudo-advice and often look for the information they need on the website of the company or institution instead of calling the hotline once again. And perhaps this is precisely the point, to redirect a potential customer to the website of a particular company or institution, because this type of communication will be the cheapest for those offering certain products or services. But the cheapest solution for companies and institutions does not always mean the highest level of satisfaction for existing or potential customers. The application of deep learning technologies could help to improve this kind of automated call centre advisors. And, perhaps, the use of Big Data Analytics technology to improve the autonomous, automated improvement of the chatbot system's database of questions and answers, supplemented by new questions and answers added to the database, created by artificial intelligence on the basis of available knowledge on the Internet, and improved algorithms based on machine learning technology and improving the content quality and professionalism of call centre advice could help solve the problems described above.

In view of the above, I address the following question to the esteemed community of scientists and researchers:

Do you like to talk to a Chatbot, which, being equipped with artificial intelligence, is a kind of IT robot fulfilling the advisors' role as a call centre in the call centre of the company, institution whose offer you sometimes or permanently use?

Could the use of Big Data Analytics technology to improve the autonomous, automated improvement of the chatbot system's database of questions and answers, supplemented by new questions and answers added to the database, created by artificial intelligence on the basis of available knowledge on the Internet and improved algorithms based on machine learning technology and improving the content quality and professionalism of call centre advice, help to solve the problems of this type of automated advice?

What do you think about it?

What is your opinion on this subject?

Please respond,

I invite you all to discuss,

Thank you very much,

Warm regards,

Dariusz Prokopowicz