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Insight Series: Why Bots Fail at Conversational Commerce

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Dr. Michael Housman of RapportBoost.AI explains why bots fail at conversational commerce.



We’re in the middle of a bot revolution. And we think it’s funny because everyone is bot crazy these days. Right now VC’s and the Venture Capital community are throwing a lot of money at artificial intelligence companies. And we think the technology isn’t quite there yet. For example, Facebook did some research on bot interactions, and what they found was that bots failed about 70% of the time out of the gate in their interactions with consumers. Now to be clear, we’re big fans of conversational commerce and we think that bots are going to take over in a major way. But we’re never going to reach the point where humans are completely engineered out of the process because a lot of these interactions are really challenging, and require a lot of EQ.

And ultimately, what we believe is that we can help humans with that EQ component by pairing them up with machines, and the two can learn from one another. Eventually when bots come on the scene, if we can help humans with their EQ, then there’s no question that we’ll be able to help bots with the same thing.

RapportBoost.AI works with brands who sell online to optimize live chat sales. Our clients can expect to see a significant lift in their web conversion rates, average order size, lifetime customer value, retention rate, customer satisfaction, and lead conversion rates. RapportBoost’s platform can be configured to measure and improve any chat-related outcome important to our clients’ businesses. Very few companies have the machine learning resources and immense, multi-variate data sets required to provide specific, actionable insights to sales personnel. But, RapportBoost.AI does. We are able to test long-held assumptions about best practices and can quantitatively tell your organization how to capture these sales that would otherwise be lost.

Learn more about live chat agent training from the team at RapportBoost.

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Meredith Lackey

About Meredith Lackey

Meredith Lackey is a content producer with expertise in computer networks and systems. She received her B.A. in Philosophy from Hampshire College, and her M.F.A in Moving Image from the University of Illinois Chicago. Her output spans long form writing, B2B and B2C content, and branded video content. Meredith has worked with Tony on creative projects and at Boopsie since 2014. She loves gritty travel experiences where she can learn about diverse people and new trends.

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