Adoption of Chatbots in Modern Society

Adoption of Chatbots 1
THE SOCIAL AND COMMERCIAL ADOPTION OF CHATBOTS IN THE MODERN
SOCIETY
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Adoption of Chatbots 2
The Social and Commercial Adoption of Chatbots in the Modern Society
In the modern business environment it is well understood that customer communication is
an essential element in the development and sustenance of business profitability, growth, and
brand-awareness. Marketing communication is seen as a paradigm of strategic planning that
allows enterprises to reach their target audience with the sole desire of fulfilling a given business
objective (Pauletto et al. 2013). With the development of numerous digital tools that allows
business to effectively communicate with customers such as social media; a new demand has
emerged for automated response metrics to replace human personnel. The business world hopes
to eliminate the constraints that limit business growth due to human weaknesses such as inability
to communicate with numerous customers at once or work continuously without breaks. This
demand has lead to the innovation of chatbots to offset these shortcomings. Chatbots are
regarded as computer programs that are designed to effectively communicate with users through
the use of natural languages e.g. English. When the technology was initially developed, it was
primarily used for experimental purposes to investigate whether or not human users could be
tricked into thinking the responses they were getting were from a real human being on the other
end (Kurilchik 2017).
Fast-forward several decades later and we are able to see how companies like Samsung,
Deloitte, and Accenture are incorporating this technology on their websites to better engage with
customers. As such, the acceptance and adoption of chatbots is being explored in developed
nations to better under its applicability in fields relating to e-commerce, education, information-
retrieval, and health-care. Currently, companies like Samsung use chatbots founded on the
ALICE/AIML architecture to comprehensively interact with their customers by significantly
improving response time, better customer service, and boost customer engagement & satisfaction