Quite a few years have passed since chatbots first appeared. Many myths about chatbots have remained, though, as they have progressed from uncomfortable, rules-based annoyances to AI-powered chatbots and sophisticated virtual agents that can communicate like real humans.

We dispel the most widespread misconceptions about chatbots in this post and explain how these useful small tools may finally boost your CX.

Myth 1: Today's sophisticated virtual assistants are no more useful than chatbots from 2010

Today's chatbots, or intelligent virtual agents (IVAs), can comprehend synonyms, mistakes, and a variety of phrases thanks to a new field of technology called Natural Language Processing (NLP). IVAs are taught using natural language AI models. For customer support staff, this translates to increased productivity, more requests processed, and more client pleasure.

Myth 2: To manage an AI-powered chatbot for customer assistance, you need a large staff.

In actuality, customer service automation has advanced to the point that businesses can now set up their bots without using a significant quantity of staff. Within weeks, you can automate chat or ticketing to provide a better CX if you invest in a provider with a strong onboarding program, put together a focused automation team, and draw lessons from your historical support data.

Myth 3: Conversations with chatbots are awkward for people

As long as users are aware right away that they are conversing with a chatbot, they don't mind doing so; otherwise, they risk feeling misled. When a case requires human input, modern bots should introduce themselves and inform the user that they will be passing the case on to a human agent. Furthermore, the naturalness of conversations is improved by NLP and machine learning.

Myth 4: Chatbots are new technology.

Unbelievably, chatbots have been around for 53 years, ever since Joseph Weizenbaum created ELIZA. By matching user requests with pre-written responses, ELIZA was even able to pass the Turing Test for artificial intelligence. She was able to mimic a psychotherapist. But she lacked a structure for placing things in perspective.

Natural Language Processing was first used in a chatbot called A.L.I.C.E in 1995. The open-source nature of ALICE's programming allowed other programmers to use her technology in their own chatbots, laying the groundwork for the current generation of conversational AI-based IVAs like Siri, Alexa, and Ultimate's virtual agents.

Myth 5: Chatbots will render jobs obsolete

A common concern is that chatbots will replace us and some of the workforce with unemployed people. In actuality, chatbots benefit most from and frequently require human input. End-to-end automation won't even be the goal in some industries, dealing with sensitive data or urgent requests, even if it were technically possible.

Myth 6: AI underlies all chatbots.

"The easiest chatbots work the best. Instead of relying on freeform conversation, they pose questions and offer potential solutions because most people prefer to be led through a conversational experience. It completes tasks more quickly and simply. By guiding the user through the conversation, from "Get Started" to receiving an answer to their question, the most effective bots produce the most significant business results.

Myth 7: Chatbots can only be used with Facebook Messenger

"Chatbots have been around since before Mark Zuckerberg was even born. Today, businesses use chatbots in their mobile apps and live chat support. Facebook Messenger chatbots are undoubtedly well-liked despite not being the only one since it is the most popular social network in the world. In reality, Mitsuku, the most well-known and intelligent chatbot customer service in the world, was not created for Facebook Messenger. For the most human-like chatbot only in 2016, Mitsuku won the Loebner Prize.

Myth 8: A chatbot is essential for delivering a positive customer experience.

The latest method for consumers to contact brands is Facebook Messenger. Through Facebook Messenger, 330 million users interacted with brands in the previous year. Nevertheless, a lot of people today dread adding a chatbot to their Messenger for fear that it will "break" their human connection with their audience.

A positive customer experience won't be replaced by chatbots, but they can definitely enhance it by automating simple inquiries, providing quick access to information, and offering immediate services.

Offering a good balance between automation and human interaction will result in the best possible customer experience.