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<ul><li>What do your customers really think of <keyword id="6373684" type="General" weightage="80" keywordseo="chatbots" source="Orion">chatbots</keyword> </li><li> Chatbots may have arrived as a blessing, but the lack of human touch could be plaguing their adoption </li><li>The worldwide adoption of robotics is expected to reach $107.3 billion in 2025, up from $7.6 billion in 2018, says the report, “<a href="https://cts.businesswire.com/ct/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.tractica.com%2Fresearch%2Fartificial-intelligence-market-forecasts%2F&amp;esheet=52153613&amp;newsitemid=20200106005317&amp;lan=en-US&amp;anchor=Artificial+Intelligence+Market+Forecasts&amp;index=2&amp;md5=9b75a64fea44487b7f287d472f4c2fd1">Artificial Intelligence Market Forecasts</a>,” based on research from <keyword id="3071811" type="General" weightage="50" keywordseo="tractica" source="Orion">Tractica</keyword>. </li></ul>While chatbots arrived on the customer connect scene as a boon, the going may not be too great right now. Various studies worldwide indicate that chatbots are not working for most customers, and many indicate the lack of human touch to be the issue. As advertising and marketing costs rise, brands are relying on artificial intelligence (AI) to deliver a far cheaper and more efficient way to connect with customers and manage customer relations. <cmsannotation type="cmsannotation" annotationid="What do consumers think of chatbots?" comment="subhead" text="What do consumers think of chatbots?">What do consumers think of chatbots?</cmsannotation> With the cost of advertising continuing to rise, organic reach is dwindling on even the hottest channels. Brands know what works for them, but as reach becomes more costly, brands also know they need to find new ways to better engage and convert “default digital” consumers. For continuous, cost-effective connection with the customer, chatbots have been a good solution. With adequate training usng <keyword id="187135" type="General" weightage="50" keywordseo="nlp" source="Orion">NLP</keyword> and <keyword id="135716" type="General" weightage="50" keywordseo="nlu" source="Orion">NLU</keyword> programming, a chatbot is almost as good as a human and a service team member. While traditionally chatbots have been mechanical and inconsistent, modern conversational AI has changed all of that and now in many cases, it is difficult to tell them apart from a human at the other end of the line. They can offer human-like conversations, offer dynamic conversations and hold a chat as a human would. Over the last few years, chatbots have been used by almost all industries and sectors, by their customer service teams, for various roles. Their understanding of human needs, communications, and language has now evolved into a smooth flow of conversation. <cmsannotation type="cmsannotation" annotationid="Adoption of chatbots has been rapid" comment="subhead" text="Adoption of chatbots has been rapid">Adoption of chatbots has been rapid</cmsannotation> The adoption of chatbots has been rapid and highly profitable. A <a href="https://newsroom.mastercard.com/www/wp-content/uploads/2018/01/Conversational-Commerce-Whitepaper-Final1.pdf">survey</a> by <keyword id="6368201" type="General" weightage="50" keywordseo="mastercard" source="Orion">MasterCard</keyword> and Mercator Advisory Group says that 66% of US consumers use chatbots and voice assistants, and 87% are aware these AI solutions are available to them. A <a href="https://www.salesforce.com/form/pdf/state-of-the-connected-customer-3rd-edition/?d=cta-body-promo-54">Salesforce-commissioned study</a> re-iterates this, saying “58% of customers say emerging technologies like chatbots and voice assistants are changing their expectations of companies.” This adoption and acceptance grew rapidly over the last few years and according to <a href="https://www.juniperresearch.com/press/press-releases/chatbot-interactions-retail-reach-22-billion-2023">Juniper Research</a>, total retail sales via chatbots will rise to $112 billion by 2023, which is more than 15 times the 2021 figure of $7.3 billion. <cmsannotation type="cmsannotation" annotationid="But, despite these statistics, how do customers regard chatbots, when they want to connect with a brand?" comment="subhead" text="But, despite these statistics, how do customers regard chatbots, when they want to connect with a brand?">But, despite these statistics, how do customers regard chatbots, when they want to connect with a brand?</cmsannotation> Ideally, customers would look for a chatbot to be quick, easy, fun, friendly, helpful, engaging, and informative, in terms of customer communications. Their demeanour should be as good as, if not better than human sales connect, and their focus should be to provide excellent customer service, perhaps even drive more sales. With intelligent ML, chatbots can even recommend products and intuitively guide their needs, considering all value criteria. They can all but influence the choice mix for customers. But at the end of the day, the utility of a chatbot is primarily dependent on the acceptance by the customer. Various studies have been conducted on this question, and some very interesting answers have come up. Chatbots are fine, but customers still prefer speaking to a human Userlike, a company that offers chatbot solutions did an insightful <a href="https://www.userlike.com/en/blog/consumer-chatbot-perceptions#:~:text=Respondents%20like%20that%20chatbots%20are,of%20five%20common%20chatbot%20fails%20.">research</a> on the opinions customers have of chatbots. In their survey of 415 respondents, 333 acknowledged that they had interacted with chatbots. That’s about 80%. But the preference for speaking to a human came across clearly when 60% of respondents said they would like to speak to a human immediately, even if it meant waiting in a queue. But 68% of them were happy about the speed of response of a chatbot. The three top advantages that a chatbot offered, respondents said, were the speed of response, the speed of transferring to a human, and the fact that they could answer outside of working hours as well- with 24*7 service. But there are drawbacks too, and the biggest challenge was that chatbots did not immediately understand their communication. In fact, not only were they unable to understand requests, but they were also slow in resolving them. This could be the end of a conversation, even if the customer is not able to connect clearly with the chatbot. There are multiple nuances of language, tonality, cultural complexities and many other kinds of different communication failures between a customer and a chatbot. In the survey, only 23% of the respondents said they would trust a chatbot to settle disputes, over half were comfortable using it to ask about a product, but only about a third would trust it to pay a bill. There are still trust issues. Interestingly, almost all the respondents trusted a chatbot most – to find a human customer service agent. The trust levels with a chatbot are not there yet. And even more interestingly, more than half (54%) were uncomfortable if the chatbot tried to impersonate a human. Trying to talk like a human, crack human jokes- was, they felt- downright creepy. This could also cause companies to lose customers’ trust. Whatever the case may be, the worldwide adoption of robotics is expected to reach $107.3 billion in 2025, up from $7.6 billion in 2018, says the report, “<a href="https://cts.businesswire.com/ct/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.tractica.com%2Fresearch%2Fartificial-intelligence-market-forecasts%2F&amp;esheet=52153613&amp;newsitemid=20200106005317&amp;lan=en-US&amp;anchor=Artificial+Intelligence+Market+Forecasts&amp;index=2&amp;md5=9b75a64fea44487b7f287d472f4c2fd1">Artificial Intelligence Market Forecasts</a>,” based on research from Tractica. Putting all this data aside, it is pretty clear that while chatbots certainly have their uses, it will take a few more steps and some more time for them to become completely acceptable to customers, and get into a comfort zone that they have with human service teams.

Do customers still prefer speaking to a human, and not a chatbot?

From NLSIU, Bangalore to NLU, Jodhpur — A list of India’s top 10 law colleges

<ul><li>The number of <keyword id="14394376" type="General" weightage="20" keywordseo="voice-shoppers" source="Orion">voice shoppers</keyword> in India is predicted to reach a whopping 168 million by the end of this year. </li></ul><ul><li>Brands will continue to focus on conversation-first strategies to improve customer experience in the digital era. </li></ul><ul><li>Natural language understanding, conversational artificial intelligence, and neural text-to-speech (TTS) have helped make great advances in voice.</li></ul><keyword id="5475230" type="General" weightage="20" keywordseo="voice-technologies" source="Orion">Voice technologies</keyword> have been disrupting the way we live, transact, and interact with each other. In the last two years especially, speech recognition technologies have seen widespread adoption across all the industries – including healthcare, banking, media and retail. India has emerged as an important innovation hub and a key market for voice technologies in a short span of time. The number of voice shoppers in India is predicted to reach a whopping 168 million by the end of this year, according to <a href="https://www.watconsult.com/watinsights/voice/">WATConsult</a>, Dentsu India’s digital agency. Voice-search queries in India are growing at 270% per year, according to MMA and Isobar <a href="https://www.businessinsider.in/advertising/ad-agencies/article/voice-search-queries-in-india-are-growing-at-270-per-year-mma-and-isobar-report/articleshow/82212039.cms">Report</a> published last year. Increase in use of voice searches, virtual assistants and conversational AI is compelling businesses to take a relook at the way they interact with customers. <a href="https://opusresearch.net/wordpress/2022/02/10/opus-research-report-2022-state-of-voice-technology/">About 99% of the companies view voice-enabled experiences as a critical part of their future enterprise strategy. </a>Brands are therefore focusing on ‘conversation-first’ strategies to analyse and improve customer experience in the digital-only era. Voice is thus set to become the most preferred method for customers to interact with technology as it is simple, personal and intuitive. What’s next for <keyword id="6130332" type="General" weightage="20" keywordseo="Voice-tech" source="Orion">voice tech</keyword>? Voice technology has evolved a great deal since its introduction about 70 years ago. Advanced technologies like Natural Language Understanding (NLU), conversational artificial intelligence (AI), and neural text-to-speech (TTS) have helped push voice tech to the next level. Today, an Amazon Alexa, an Apple Siri or a Google Assistant has become integral to our lives. How does voice tech evolve from here? Here then, are some of the promising new technologies that are likely to push voice to new frontiers in the coming years. Voice cloning: Voice cloning may have sounded like science fiction a few years ago, but not anymore. Neural networks and machine learning can synthetically create voices that sound natural and human-like. This artificial simulation of a person’s voice is disrupting many industries already. Like Deepfake, or AI that digitally alters a person’s image/video, voice cloning has already run into controversy. The documentary ‘Roadrunner’, which used voice cloning software to create words that were not actually spoken by the late chef Anthony Bourdain, spurred discussions around synthetic media ethics. Nevertheless, its ethical use cases hold great potential to transform customer and audience experiences. Personalisation: Personalization is no longer just a ‘nice-to-have’ after thought for brands while offering services. With low-code/no-code solutions, machine learning, NLP and sentiment analysis, businesses will take personalization to the next level in the coming days. Voice-enabled services of the future will be equipped to understand customer intent and requests in a much better way and deliver interactions that are tailor-made for an individual’s unique needs. Democratising voice tech: In markets like India, a vast majority of new internet users prefer to interact with brands in their mother tongue. Voice is increasingly becoming an alternative to typing among these users. AI-powered vernacular voice technologies are rapidly going mainstream. Expanding voice-driven experiences to local languages will be a top priority for brands, enabling them to tap into this huge market. Voice-enabled chatbots: Voice tech-enabled chatbots are already popular and will continue to become more intelligent, human and efficient in the future. They will be widely used to enhance customer experiences, cut down costs, detect fraud etc. Better functionalities such as payment options, predictive analytics etc. will ensure that chatbots have a direct impact on a brand’s revenue. Voice tech has already turned much of science fiction into fact. These exciting new innovations in voice tech are capable of opening vast unexplored vistas of opportunities for organisations while also vastly improving the consumer experience. These are interesting times for voice tech. SEE ALSO: <a target="_blank" class="c-link c-message_attachment__title_link" href="https://www.businessinsider.in/cryptocurrency/news/taiwanese-crypto-exchange-suspends-trading-in-rupees-after-tds-laws-kick-in/articleshow/92727555.cms">Taiwanese crypto exchange suspends trading in Rupees after TDS laws kick in</a> <a target="_blank" class="c-link c-message_attachment__title_link" href="https://www.businessinsider.in/careers/news/four-day-work-week-is-here-but-few-very-few-companies-are-experimenting-with-it/slidelist/92723045.cms" style="">Four day work week is here but few, very few companies are experimenting with it</a>

Voice tech is evolving rapidly. Here are the top trends in voice tech to watch for

<ul><li>The <keyword id="108577" type="ORGANIZATION" weightage="20" keywordseo="National-Law-University">National Law University</keyword> (NLU) Odisha has now mandated 25% reservation for domicile students — permanent residents of the state. </li><li>This is applicable to students across categories including undergraduate and postgraduate courses. </li><li>However, the reservation will also depend on the CLAT (<keyword id="104426" type="ORGANIZATION" weightage="20" keywordseo="Common-Law-Admission-Test">Common Law Admission Test</keyword>) score of students.</li></ul>The National Law University (NLU) Odisha has now reserved <a href="https://www.barandbench.com/news/nlu-odisha-introduces-25-domicile-reservation-for-students-for-ug-and-pg-courses">25% of its seats for domicile students</a> — permanent residents of the state. This is applicable to students across categories including undergraduate and postgraduate courses. "The domicile reservation will be effective from the 2020-21 academic year across the categories," said Srikishna Deva Rao, the Vice Chancellor of the university. The ten-year old university has nearly 350 seats in its ug (BA-LLB and BBA-LLB) and PG courses. However, the reservation will also depend on the Common Law Admission Test (CLAT) scores. This decision was made at a General Council meeting of the university presided by <keyword id="43385" type="PERSON" weightage="20" keywordseo="Naveen-Patnaik">Naveen Patnaik</keyword>, the state chief minister. Students with at least 60% score in class 12 are eligible to apply for reservation under the UG courses. To gain admission into the postgraduate programme, the student must have an undergraduate law degree with a minimum of 50% marks — to be eligible for the domicile reservation. This may also be applicable to the National Law College’s Bangalore campus, if <keyword id="6354780" type="LOCATION" weightage="20" keywordseo="Karnataka">Karnataka</keyword> government passes the reservation bill. “The National Law School of India (Amendment) Bill, 2019 will be moved to provide reservation to those students who have studied in Karnataka for at least 10 years,” said JC Madhuswamy, the law minister of Karnataka. See also: <a href="https://www.businessinsider.in/goa-will-reserve-4-in-every-5-private-jobs-for-locals-making-it-the-third-indian-state-to-crackdown-on-migration/articleshow/70476187.cms">Goa will reserve 4 in every 5 private jobs for locals-- making it the third Indian state to crackdown on migration</a> <a href="https://www.businessinsider.in/education/news/average-education-expenditure-in-india-increases-fourfold-to-8331-per-student/articleshow/72282009.cms">Indians are spending enormously on education even with few jobs in sight</a>

National Law University Odisha reserves 25% seats to locals — Bangalore campus might follow suit

<div class="KonaFilter image-container display-table"><div><div class="image on-image"></div></div></div><ul><li>An Illinois bus company is being investigated after it posted what some have called a "racist" ad.</li><li>The state's Attorney General is looking into whether the ad, which said 'you won't feel like you're in China' on its buses, violated the law.</li><li>The company's initial apology criticized the University of Illinois' enrollment choices.</li></ul> The Illinois' attorney general is investigating a <keyword id="34991" type="ORGANIZATION" weightage="60" keywordseo="transportation">transportation</keyword> company that promised patrons "you won't feel like you're in China" on its buses.Suburban Express, which provides bus services to University of Illinois students, emailed out the controversial line as part of an ad for its services last weekend.&#xa0;In response, Attorney General Lisa Madigan announced a subpoena for Suburban Express on Monday and will be looking at whether the ad breached Illinois' Human Rights Act. The act prohibits services from being denied based on a number of factors, including race and national origin."I am concerned that this advertisement may reflect that Suburban Express is discriminating against potential customers," Madigan said in a statement. "Under the law, access to transportation must not be impacted or based on a person's race or national origin. My office is investigating to determine whether Suburban Express' policies and practices violate the law."China's state-run news agency Xinhua <a href="http://news.xinhuanet.com/english/2017-12/06/c_136803806.htm">reported</a> the "racist"&#xa0;message along with a claim from a Chinese PhD student that they will no longer use the service.An initial apology from Suburban Express criticized the University of Illinois' enrollment of foreign students.A second apology, <a href="https://www.facebook.com/SuburbanExpressBus/posts/833978156763179">on Facebook</a>, admitted the ad was "grotesquely xenophobic" and that the company admits all responsibility for its "inappropriate and harmful" actions.Representatives for the University of Illinois released a <a href="https://studentaffairs.illinois.edu/statement-suburbanexpress">statement</a> that said the&#xa0;"offensive, bigoted, insulting" messages of Surburban Express, which is not affiliated with the university, "insulted members of our Chinese, Asian and Asian American communities."&#xa0;The statement also alleged that the bus company&#xa0;has a "long history of taking advantage of students, staff and faculty."<div id="categorypromo"><h2><a href="http://www.businessinsider.com/intelligence/top-5-disruptive-trends-shaping-transportation-and-logistics">Click here to receive a FREE download of The Top 5 Disruptive Trends Shaping Transportation and Logistics from BI Intelligence, Business Insider's premium research service.</a></h2></div><div></div><div></div> <div class="margin-top"> <h3>NOW WATCH: <a href="http://www.businessinsider.com/hyeonseo-lee-on-life-under-a-dictatorship-north-korea-refugee-defector-2016-1">A North Korean defector tells us what life was like under a dictatorship</a></h3> <div> </div> </div></hr>

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Do customers still prefer speaking to a human, and not a chatbot?

BI India Bureau

From NLSIU, Bangalore to NLU, Jodhpur — A list of India’s top 10 law colleges

Kritti Bhalla

Voice tech is evolving rapidly. Here are the top trends in voice tech to watch for

BI India Tech Bureau

National Law University Odisha reserves 25% seats to locals — Bangalore campus might follow suit

Prerna Sindwani

An Illinois bus company is in trouble over ad that promised 'you won't feel like you're in China' on its buses

Tara Francis Chan

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