Chatbots Not Ready for Critical Health Services, Says SA
Chatbots’ inability to express emotion, attitude or opinion, especially if they can’t solve a consumer’s problem, leads to user frustration and cessation of use, said Strategy Analytics Monday. Research shows a customer’s emotions have significant influence on their satisfaction with…
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a service chatbot, said analyst Diane O’Neill. Despite some success in development of empathetic chatbots, human-level intelligence “is still not fully understood,” said analyst Kevin Nolan. Further advances are needed for chatbots to diversify into critical health-related services such as mental support systems.