Why IoT chatbots could be on the horizon

Brian Buntz - September 12, 2017 - IoT Institute
URL 3 Min

Chatbots, which are in the process of going mainstream, promise to help make some customer service interactions more seamless, but they have their own quirks. Companies developing chatbots for Facebook’s Messenger had a 70% failure rate when dealing with customer service queries, according to Harvard Business Review.

But the chatbots of the future will be smarter, leveraging Internet of Things technology and advanced artificial intelligence to overcome consumers’ biggest gripes, said Kirk Borne, principal data scientist and executive advisor at Booz Allen Hamilton, speaking at an Amdocs press event. And as they grow smarter, IoT chatbots could help telecom companies grow more intelligent at diagnosing service problems, helping them cut down on sending service trucks to consumers when it isn’t necessary.

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