I recently saw screenshot that became viral last week and I think it was free PR to the concerned organization but it might have done some damage to bots and I am sure they may be heading to file some defamation suit in some courts.Now the story, this organization is into financial services providing payment services. In the screenshot, the bot greets the users to ask a question and the user responds with a message that “I got scammed” and the bot responds with message ‘Great!’The automated responses may turn weird at times and it may hurt the user more than the actual pain that made him to get in touch via the support portal.The virtual assistants can help in avoiding human interactions with instant responses and they are available 24/7. The caveat is on picking right processes that can be enabled with conversational Artificial Intelligence via bots.1) As a start, Bots work without hassles with closed end options, like cancelling an order or track where the shipment currently etc. and further issues can be escalated to human intervention2) It helps in managing enterprise stakeholders and smart workforce management via tools to update vacations, book conference rooms, and record expenses, ...
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