Advances in artificial intelligence (AI) have made it possible to create bots that can have realistic conversations. However, users can become frustrated when these human-like bots fail to live up to expectations.
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In a study of human-chatbot interactions from ResearchGate, researchers found that participants who interacted with a bot that was as “human” as possible reacted negatively and felt discomfort from the interaction. As a result, some bot designers have concluded that it’s essential to avoid over-promising their creations.
“When customers think a bot is human, or capable of communicating on a human level, they will often interact with it in a much more cumbersome way,” Pranay Jain, co-founder and CEO of Enterprise Bot, a company that builds bots for businesses, said in an email interview.
“This inevitably leads to a communication problem between the bot and the person, and because their expectations are higher, they become even more disappointed.”
