Welcome!

Wearables Authors: Karyn Jeffery, Kevin Sparenberg, Matt Brickey, Liz McMillan, Pat Romanski

Related Topics: @ThingsExpo, Machine Learning , Artificial Intelligence

@ThingsExpo: Blog Post

Beware the Wild Chatbot! | @ThingsExpo #AI #IoT #M2M #Chatbot

Do chatbots really need artificial intelligence? It may do more harm than good.

Chatbots are taking over the world. They have their own magazine, their own dot-org website, and their own versions of popular "meet someone" sites. Far too often, when we chat with them we think we're chatting with humans. Do you really think all those helpful "live chat" offerings that are popping up on e-commerce sites have call centers full of actual people behind them 24/7? Maybe they do, and maybe they don't. You may not be able to tell very easily, especially if the bot behind the chat utility you're using is programmed to hand you off to a human if you need a response beyond what the bot can give you.

chatbot.png

Illustration courtesy of Grid Dynamics

Are Chatbots Dangerous?
In the February 21, 2017 edition of Forbes, Nikki Baird wrote an article titled, Why Chatbots Are Dangerous Territory For Retailers. The contention here is that retailers are often tempted to let customers think they're interacting with a human, not a machine. When customers learn the truth, they often feel they have been duped, which does not exactly build trust or loyalty. It's better to have a chatbot that openly identifies itself by saying something like, "I'm Help-bot, your friendly silicon assistant." That's not only honest, but it brings a light, friendly touch to the conversation.

A smart customer can easily tell when a chatbot is a chatbot, not a real person. Even bots that have fairly sophisticated AI (Artificial Intelligence) behind them can be tripped up without too much trouble, while less-sophisticated ones, like the Amazon Alexa, are so limited that playing with their limitations can make a great game for children. A lot of Alexa's problems have to do with voice recognition, and today we're concentrating on text-based chatbots; we'll give voice-based chatbots their own article in the near future. But voice recognition isn't the only kind of problem chatbots face. Text-based chatbots can get into plenty of trouble, too.

The big difficulty with chatbots, AI, and machine learning is that AI isn't very intelligent at this point -- unless the device has been built, a la IBM's Watson, with a nearly unlimited budget. Meanwhile, machine learning sometimes works better than its makers expect. A famous example of machine learning gone awry was Microsoft's Tay, which lived on Twitter and learned to be a "Nazi" from Nazi-leaning trolls.

As one commenter on Ars Technica said, "So Microsoft created a chat bot that so perfectly emulates a teenager that it went off spouting offensive things just for the sake of getting attention?" This is exactly true. Microsoft built Tay to interact with young people on their own terms. The only problem was, it apparently interacted heavily with young people from 4Chan, who tend to delight in pranks, trolling, and putting out the alt-right party line while spewing hate speech about everyone else.

This is not how you want your branded corporate bot to behave. Maybe a little less learning ability would be better than too much, unless you have the resources to monitor your chatbots around the clock -- which defeats their primary purpose: saving on labor costs.

Three Rules for Building Safe, Useful Corporate Chatbots

  • Set your sights low. Don't expect your bots to pass a Turing test or be much more than a combination menu navigation system and information service. The less sophisticated your bot, the lower the chance of it misbehaving.
  • Program your chatbot's responses only after analyzing hundreds or thousand of real customer interactions with your customer service people. The ideal team for programming a chatbot's responses, and deciding what keywords should trigger which responses, might be a customer service person, a marketing person, a programmer, and a psychologist or sociologist. And after the chatbot is put into production, that team should periodically check its responses and make changes as needed.
  • Be honest! Admit that your bot is a bot. And don't be afraid to have your bot say, "I don't think I can answer that. Hold on a moment while I get a human to help you."

Follow these three basic chatbot rules and you will have helpful chatbots and happy customers. The meta-rule behind these three rules is the traditional KISS, or "keep it simple, sailor." Recognize the fact that your chatbot will have limitations, and that you need to recognize those limitations and work within them, because fake "do it all" artificial intelligence is worse than no artificial intelligence at all.

------------------

Our next article on this topic will be about voice chatbots. Meanwhile, you may want to read this article: Chatbots in retail: 2017 is shaping up to be a big year. And if you're eager to start developing your own chatbot or want to modify an existing one for your purposes, bot Stash is an amazing resource that can take you all the way from from bot basics to advanced development, including APIs for platforms ranging from Facebook to Skype.

More Stories By Robin Miller

Robin “Roblimo” Miller is a long-time IT journalist known for his work on Slashdot, Linux.com, and other sites covering software so new that its edges haven’t even started to bleed. Nowadays, he writes for FOSSForce.com and works as an editorial consultant and blog editor for Grid Dynamics, “the engineering IT services company known for transformative, mission-critical cloud solutions for retail, finance and technology sectors.”

@ThingsExpo Stories
DX World EXPO, LLC., a Lighthouse Point, Florida-based startup trade show producer and the creator of "DXWorldEXPO® - Digital Transformation Conference & Expo" has announced its executive management team. The team is headed by Levent Selamoglu, who has been named CEO. "Now is the time for a truly global DX event, to bring together the leading minds from the technology world in a conversation about Digital Transformation," he said in making the announcement.
Internet of @ThingsExpo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 21st Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devic...
Everything run by electricity will eventually be connected to the Internet. Get ahead of the Internet of Things revolution and join Akvelon expert and IoT industry leader, Sergey Grebnov, in his session at @ThingsExpo, for an educational dive into the world of managing your home, workplace and all the devices they contain with the power of machine-based AI and intelligent Bot services for a completely streamlined experience.
"The Striim platform is a full end-to-end streaming integration and analytics platform that is middleware that covers a lot of different use cases," explained Steve Wilkes, Founder and CTO at Striim, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
With tough new regulations coming to Europe on data privacy in May 2018, Calligo will explain why in reality the effect is global and transforms how you consider critical data. EU GDPR fundamentally rewrites the rules for cloud, Big Data and IoT. In his session at 21st Cloud Expo, Adam Ryan, Vice President and General Manager EMEA at Calligo, will examine the regulations and provide insight on how it affects technology, challenges the established rules and will usher in new levels of diligence...
SYS-CON Events announced today that Calligo, an innovative cloud service provider offering mid-sized companies the highest levels of data privacy and security, has been named "Bronze Sponsor" of SYS-CON's 21st International Cloud Expo ®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Calligo offers unparalleled application performance guarantees, commercial flexibility and a personalised support service from its globally located cloud plat...
What sort of WebRTC based applications can we expect to see over the next year and beyond? One way to predict development trends is to see what sorts of applications startups are building. In his session at @ThingsExpo, Arin Sime, founder of WebRTC.ventures, discussed the current and likely future trends in WebRTC application development based on real requests for custom applications from real customers, as well as other public sources of information.
SYS-CON Events announced today that Datera, that offers a radically new data management architecture, has been named "Exhibitor" of SYS-CON's 21st International Cloud Expo ®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Datera is transforming the traditional datacenter model through modern cloud simplicity. The technology industry is at another major inflection point. The rise of mobile, the Internet of Things, data storage and Big...
SYS-CON Events announced today that DXWorldExpo has been named “Global Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Digital Transformation is the key issue driving the global enterprise IT business. Digital Transformation is most prominent among Global 2000 enterprises and government institutions.
While the focus and objectives of IoT initiatives are many and diverse, they all share a few common attributes, and one of those is the network. Commonly, that network includes the Internet, over which there isn't any real control for performance and availability. Or is there? The current state of the art for Big Data analytics, as applied to network telemetry, offers new opportunities for improving and assuring operational integrity. In his session at @ThingsExpo, Jim Frey, Vice President of S...
"We provide IoT solutions. We provide the most compatible solutions for many applications. Our solutions are industry agnostic and also protocol agnostic," explained Richard Han, Head of Sales and Marketing and Engineering at Systena America, in this SYS-CON.tv interview at @ThingsExpo, held June 6-8, 2017, at the Javits Center in New York City, NY.
"We are focused on SAP running in the clouds, to make this super easy because we believe in the tremendous value of those powerful worlds - SAP and the cloud," explained Frank Stienhans, CTO of Ocean9, Inc., in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
"DX encompasses the continuing technology revolution, and is addressing society's most important issues throughout the entire $78 trillion 21st-century global economy," said Roger Strukhoff, Conference Chair. "DX World Expo has organized these issues along 10 tracks with more than 150 of the world's top speakers coming to Istanbul to help change the world."
"We've been engaging with a lot of customers including Panasonic, we've been involved with Cisco and now we're working with the U.S. government - the Department of Homeland Security," explained Peter Jung, Chief Product Officer at Pulzze Systems, in this SYS-CON.tv interview at @ThingsExpo, held June 6-8, 2017, at the Javits Center in New York City, NY.
The financial services market is one of the most data-driven industries in the world, yet it’s bogged down by legacy CPU technologies that simply can’t keep up with the task of querying and visualizing billions of records. In his session at 20th Cloud Expo, Karthik Lalithraj, a Principal Solutions Architect at Kinetica, discussed how the advent of advanced in-database analytics on the GPU makes it possible to run sophisticated data science workloads on the same database that is housing the rich...
SYS-CON Events announced today that Massive Networks will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Massive Networks mission is simple. To help your business operate seamlessly with fast, reliable, and secure internet and network solutions. Improve your customer's experience with outstanding connections to your cloud.
"MobiDev is a Ukraine-based software development company. We do mobile development, and we're specialists in that. But we do full stack software development for entrepreneurs, for emerging companies, and for enterprise ventures," explained Alan Winters, U.S. Head of Business Development at MobiDev, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
SYS-CON Events announced today that DXWorldExpo has been named “Global Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Digital Transformation is the key issue driving the global enterprise IT business. Digital Transformation is most prominent among Global 2000 enterprises and government institutions.
In his opening keynote at 20th Cloud Expo, Michael Maximilien, Research Scientist, Architect, and Engineer at IBM, discussed the full potential of the cloud and social data requires artificial intelligence. By mixing Cloud Foundry and the rich set of Watson services, IBM's Bluemix is the best cloud operating system for enterprises today, providing rapid development and deployment of applications that can take advantage of the rich catalog of Watson services to help drive insights from the vast t...
SYS-CON Events announced today that EnterpriseTech has been named “Media Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. EnterpriseTech is a professional resource for news and intelligence covering the migration of high-end technologies into the enterprise and business-IT industry, with a special focus on high-tech solutions in new product development, workload management, increased effic...