With the rise of AI-based cha bots, many users can no longer tell the difference between the bot and a human agent.
Are you alive?
Upon quizzing over 4500 US adults, a new study reveals that the majority of users across social media are uninformed on how chatbots work.
According to the study from Pew Research Centre, 53% of Americans can’t tell the difference between a live agent and a chatbot, yet are convinced they do not trust non-human agents.
Interestingly,, only 2/3 of those surveyed had even heard of chatbots, while 34% were unfamiliar with the term.
Bots for the people
Out of those who are familiar with the new AI-messengers, 80% believe they are being used nefariously. It also appears that the more someone is aware of chatbots, the less likely they are to trust them.
To help, MIT has developed an algorithm for identifying bots based on how they interact with other accounts.
It's likely that a hybrid approach of live-agents working in tandem with chatbots will be the best solution, so long as customers are aware of which they are dealing. Let the alliance of human and bots begin.
Have you ever dealt with a chatbot that you were aware of? Do you believe we should be leery of AI-assisted help? Why or why not? Let us know in the comments.