Do Chatbots need to pass the Turing Test?
Since the use of chatbots began proliferating a couple of years ago, the race for chatbots to interact more human-like has equally gained momentum. Most recently, there was a lot of media fanfare with an AI based voice assistant simulating a human making hair appointments and booking restaurant tables. But are such technologies meant to fool people or are they really intended to make people’s lives better?
The bot is the current technological evolution in the pursuit to make human-machine interaction more efficient. The most advanced of these conversational platforms apply a combination of multiple capabilities that include speech-to-text, natural language processing, machine learning as well as tone and sentiment analysis. For an enterprise, the chatbot must understand the language of the industry the enterprise belongs while ensuring the security and privacy of the conversations with its customers.
In an increasingly digital world, conversational platforms play an important role in the end-to-end digital experience of a customer or an employee. However, people are not easily fooled and pretending a bot is human it not exactly a smart approach to building trust in a world yearning for more transparency from corporations and governments. The success of chatbots will not be determined by passing the Turing test but rather the ability to deliver the most effective and efficient interaction in a trusted manner for the intended purpose in the user’s digital journey.