There is something uniquely unsettling about watching footage of Atlas, the robot developed by Boston Dynamics. Its human-like movements a sense of body-awareness and intuition inherent in human beings, but it is distinctly not human.

When we evaluate AI’s evolving role in customer experience, we can begin to answer this question. The early implementation of chatbots serves as a small window into the world of human and bot interactions, and a case study for how the technology should be shaped moving forward.

Related: Top 10 Best Chatbot Platform Tools to Build Chatbots for Your Business Early hype around chatbots was met with a lot of disappointing groans by the many consumers prematurely introduced to bots. Initial bots were rightfully criticized for being ineffective and often incapable of performing the basic tasks they were designed to do.

What was probably most frustrating for customers dealing with said bots, however, was their lack of empathy. If a customer is taking the time to contact a brand for help with something, they really want to feel understood.

The irony here is that machines are not particularly well versed in feelings (in their defense, I know plenty of humans who are not very well versed in understanding feelings). As technology develops, AI will need to become more emotionally aware to truly understand human requests. Read more from…

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