Chatbots vs Human - Customer Experience?

About a year ago there was a news that said that the bots will replace human and most of the entry level jobs will be taken up by these bots. That shocked many of them while it surprised some, finally chat bots have entered into almost all the roles. 
Some of you might be wondering what is a chatbot or a bot, let us see what is a bot. 

What is a bot and a Chatbots : 

Bot is a software or computer program or an artificial intelligence that can have a conversation with a human. If you ask a question or give an instruction and the bot will perform the action or respond appropriately. A bot that interacts via textual methods is a chatbot. 

In these years these chatbot products fueled Artificial intelligence and emerged as one of the most technological advancements. These chatbots/bots are driven by a promise to resolve customer requests quickly and consistently with great customer satisfaction.  

I still wonder how these bots get good customer satisfaction without emotions. There are many instances where in customers ask "am I chatting with a bot? and even I asked this same question when I chatted with the technical support officer while he was troubleshooting my computer. You know why such a question is asked. They say 'bots' have potential to both enhance and ruin customer experience. To answer, we will have to know more about these chatbots/bots.

One example that I would like to take to tell that bots are doing wonders is "Google's voice search".  If voice search is available in your country and language, you can change your Google account setting, see your search history, adjust your Google Privacy and Security settings. You can also set alarms, reminders, see messages, check your upcoming bills and create an event. Communicating with family and friends is just a voice command(example: call mom and it calls). You can also send an email by saying ' send an email to 'name'. There are many other tasks that are possible with Google's voice search. This proves that chat bots deliver outstanding benefits.

With techniques like machine learning and cloud platforms, chatbots are able to use vast amounts of data to drastically improve the quality of understanding and decision-making. They are also reducing the wait times and optimizing contact center costs. One has to agree that bots are doing wonders in terms of reducing the costs, improved self services and in reducing the wait time and resolving the problems faster. 

Trust me these bots are also used in recruitment assistance. Bots are helping recruiters to identify top prospects and engage with them quickly, make quick action recommendations like pre-screening a candidate, changing candidate status, view open jobs, view the candidate list against jobs, etc. 
However I feel that bots are not meeting the customer expectations in a way, here it is.


Like I said earlier, customers are demanding less automation and more humanity. Even though these bots act to be humans, customers know that they are not. Most of the customers prefer to chat with human than bot. They say bots are struggling to retain the customers. 

Now the question is who is going to win, Man or the Machine? Time has to answer this question.....