Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Artificial intelligence (AI) has transformed the way we interact with technology, and AI chatbots are at the forefront of this revolution. OpenAI's ChatGPT is a prime example of the strides made in chatbot technology, yet skepticism remains among some.
The History of Chatbots and User Skepticism
Chatbots have been around for several years, but their journey has been marked by challenges. Early deterministic chatbots relied on scripted responses, often leading to dead ends and frustration for users. Even as AI-driven chatbots emerged, their limitations in understanding and responding to complex queries left users feeling like they were wasting time.
This history of subpar experiences has contributed to skepticism about chatbots. However, with the advent of sophisticated AI models like ChatGPT, we're witnessing a shift in the capabilities of chatbots and their potential to enhance user interactions.
ChatGPT: Overcoming Limitations and Enhancing User Experience
OpenAI's ChatGPT has made significant progress in addressing the limitations of previous chatbots. By leveraging natural language processing (NLP) and machine learning, ChatGPT can understand and respond to a wide range of questions, reducing the likelihood of dead ends.
However, challenges remain. One key limitation is the chatbot's ability to access backend databases and systems of companies to provide specific answers, such as the status of a user's order. Overcoming this challenge will be crucial in achieving the vision of an "everything chat" that can fully address users' needs, and is likely something that ChatGPT plugins will resolve.
The Role of Chatbots in the Future of UX
As early adopters embrace AI chatbots, questions arise about the role of chat in the future of UX. Will chat become the dominant form of interaction for digital products and services? To answer this, we need to examine the advantages and limitations of chat-based interactions.
Chat vs. Traditional UX: Efficiency and Practicality
When considering tasks like booking flights or hotels, we must evaluate whether chat interactions are more efficient (and enjoyable) than traditional UX. For instance, while chatbots can provide images and information, users may prefer visually scrolling through options on a tiled UI to quickly consume information.
Additionally, typing questions into a chat may be slower than clicking buttons on a UI. While chatbots could offer buttons within the chat, this may feel like bending the UX to compensate for chat's shortcomings.
The Multitasking Challenge and the Need for Conversational Exchanges
As chatbots become more prevalent, users may find themselves managing multiple chats across different websites. This raises the question of whether an aggregated inbox, similar to WhatsApp or Telegram, would be beneficial for multitasking.
Furthermore, most chatbot interactions are currently omnidirectional, with users asking questions and receiving answers. To create a more engaging and effective experience, chatbots may need to evolve to engage in conversational exchanges, asking questions to better understand users' needs.
Conclusion
AI chatbots like ChatGPT have come a long way in enhancing user experiences, but there are still hurdles to overcome. As we look to the future of UX, it's essential to address the challenges of chat-based interactions and explore innovative solutions to integrate chatbots seamlessly into our digital lives. By doing so, we can unlock the full potential of AI chatbots and shape the future of user interactions.
