You are absolutely right here. It would be unethical. But that is the thing — it doesn’t need to be. My point was that the way your bot talks needs to be more human like; I never intended to suggest that you should present the false aura of being a human when in reality you are a bot.

I read a study some time back that showed (based on consumer survey) that consumers don’t mind talking to a bot. What they actually want:

The list goes on and on. It is simply about giving a better experience to the consumers. That’s what your customers care about, and as long as you are doing that, you shouldn’t be having doubts about whether or not you should be transparent in the identity of the agent as a bot.

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Helping businesses grow 10x faster, and scale efficiently. Top Writer — Quora, Medium. Drop in a line if you’d like help with yours. mail@abyshake.com

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Abhishek Anand

Abhishek Anand

Helping businesses grow 10x faster, and scale efficiently. Top Writer — Quora, Medium. Drop in a line if you’d like help with yours. mail@abyshake.com