…g.com’s chatbot is pretty intelligent, only if you know exactly what you want and when you want it. It might be useful if you have already done your research or if you are a frequent traveler. But for the average user who needs to explore many choices from different sources before making a transaction, a chatbot is not useful simply because the conversation format does not enable the complex interactions required for the task.
For example, booking a hotel for a trip requires a lot of exploring, thinking, browsing, comparing, sharing information and multitasking. Booking.com’s chatbot is pretty intelligent, only if you know exactly what you want and when you wa…
Nielsen Norman Group’s research finds that “both voice-only and screen-based intelligent assistants work well only for very limited, simple queries that have fairly simple, short answers. Users have difficulty with anything else.”. In other words, CUIs are efficient when the user knows …