The Legal Questions Around The Rise of Chatbots
As more companies begin to use chatbots, automated responses, and AI to cover their customer service requirements, the legal complexities surrounding them continue to grow. Our Tech and Data expert, Ed Boal, explores their rise here.
I am much more certain about the rise of chatbots in 2017. While chatbots have been around for some time and are hugely popular in Asia, 2017’s chatbots will be supercharged with machine learning algorithms which draw on supermassive corpuses of data to deliver the seamless, personalised experience of communicating with a real human being.
From ordering pizza via Facebook Messenger (see Dominos’ “Dom” The Pizza Bot) to banking (see RBS’ “Luvo” app), chatbots are highly scalable, never need a break (downtime excepted) and should always be polite and friendly (ok, so Tay did not work out for Microsoft – but maybe it will have better luck with Zo).
As the presence of chatbots and AI continued to rise in films and TV, we are as a species becoming more accustomed to having a bodiless, unknowable voice do their bidding. Will we eventually reach a situation in which AI could be classed as workers? Will they one day require holiday, sick pay, and a pension?
True AI may be a long way off yet, but the numbers of chatbots are rising. 2017 may be the first year that we see the displacement (but not redundancy) of humans who would otherwise do certain jobs.
So what does this mean for you?
Are you considering using chatbots in your business? Concerned about the laws that govern them, and the data that they create? Make sure you get in touch with our Digital, Media, and Tech team to gain our insight and expertise.