Building contextual conversations: humans versus bots
Let's look at a few examples of possible conversations, to compare the interactions we have as humans to the ones we create for our bots. To demonstrate the path of digitizing contextual conversations, I chose the following three scenarios:
- Human agent-customer conversation (on the phone)
- Online (website) self-service research
- Chatbot/voicebot interaction
The context I chose for the conversation is a search for a family trip to Disneyland. With today's regulations and liability concerns, many human-agent interactions with customer service staff or customer support call centers are fully scripted and it actually feels like we are talking to a bot.
In the following example, I gave the human agent some more room for maneuver in their conversation with the customer and included some more contextual elements, which should eventually be achieved with an automated solution, to create a fully engaged conversation.
Scenario 1...
