Jeff Dodge is the General Manager of BlueMetal, an interactive design and technology architecture firm, matching the most experienced consultants in the industry to the most challenging business and technical problems. This is an interview I did with Jeff about chatbots.
Lee: Chatbots have the potential to be a frictionless kind of customer engagement, but will they ever be smart enough to satisfy us?
Jeff: I suppose you can look at that as a way of setting expectations. I prefer to call them narrow artificial intelligence, and in fact, even our branding of that type of experience has evolved into a conversational agent now. I think artificial intelligence almost sets the expectation too high, but since Mark Zuckerberg featured chatbots at the F8 Conference last year, there’s been a ton of buzz and attention around this. And I think chatbots, to me, has evolved to sort of have a sort of commercial or gimmicky persona to it. So I prefer more of an enterprise approach, which I think narrow artificial intelligence resonates with.
Lee: How do …