Click4Assistance glyph Flower shape graphic Rectangle shape
12 January 2017 | 6661 views

What ‘Passengers’ Can Teach Us About Artificial Intelligence

What ‘Passengers’ Can Teach Us About Artificial Intelligence

I recently watched the new film Passengers which tells the story of two individuals, Jim and Aurora, on board a spaceship, travelling to a new planet. I noticed that one of the main themes was the use of artificial intelligence.

When Jim goes to the bar, the bartender has, at first, a very humane appearance, but once he moves to fetch a drink for Jim, you see he has no legs and is a robot.

This made me think. People who are using chatbots in their business, are they basically hoodwinking customers? If you can see someone and cannot tell until they move that they are not human, how will you know this when you are talking online?

It’s been said, often by those creating them, that robots and other AI creations will be the future, especially in business. Experts say that artificial intelligence will predict the way we produce, deliver and manufacture. Is that really so?

These are Not Robot Questions

In one scene in the film between Jim and the robot barman, Jim is asking several questions when the barman stops him and says “Jim, these are not robot questions!” which made me think that what if a customer online is asking a series of questions, and it gets to the point where the chatbot fails to answer because it is not programmed to do so or not learning fast enough? It is the business and its brand reputation that is at risk let alone losing a potential sale.

Artificial Intelligence robot

The human mind is very complex and hard to replicate. We can think for ourselves but also react quickly, based on how we feel, without anyone else’s input.  Robots and other AI creations, they require human input. No matter how helpful these inventions may be to us; humankind will always overtake artificial intelligence.

In order for these ‘bots’ to think and interpret sentences themselves, the humans primarily register them with the information needed. So really, it’s us that are behind the thought process. As humans, we recognise when someone shows emotion, even on text. We can easily work around their tone and react in the appropriate way, but robots can’t. Which leads me to my next point.

If We’re the Brains behind the Bots, Shouldn’t that Advantage Be Taken?

Humans are much more efficient when it comes to customer service, due to our natural way of thinking and smart reactions. When a customer visits your website, there’s a chance that they want to contact you. Live Chat allows them to reach your business instantly. Live Chat is completely human-orientated, meaning there’s natural thought and responses behind it. And, of course, we can quickly recognise the customers mood, through the approach they take and react accordingly to save our reputation if need be.

No one is expected to know everything but Live Chat allows representatives to involve other colleagues when required or, if it’s easier, transfer the chat to someone else who can deal with the enquiry.

Although the idea seems fascinating, humankind will not cease to be overcome by artificial intelligence. No matter what creations evolve in the foreseeable future, it will never have a mark that only humans could ever leave.

Popular Blogs

Salford City Council and Their Journey with Live Chat 6 Sep 2016

Salford City Council and Their Journey with Live Chat

Salford City is a city and metropolitan borough. Home to 218,000 residents and has been established since 29th March 1926, including the towns of Eccles, Swinton and Walkden. Salford is said to be a great place for tourists, with a range of activities on offer and some great spots for vacationers!

Read more
Insurance Firm Jumps into Implementing ‘Chat on your Website’ Software 23 May 2017

Insurance Firm Jumps into Implementing ‘Chat on your Website’ Software

Being an insurance broker can be difficult when there is a vast amount of competition offering the same products.  Ensuring your communication with your customers is accurate, fast and professional is vital when attracting new and returning customers.

Read more
How GDPR Affects Live Chat Software 8 Jan 2018

How GDPR Affects Live Chat Software

2018 signifies the start of the New Year, with many companies attention turning towards GDPR that comes into effect from 25th May 2018 for all 28 Member States of the EU.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!