A survey to find out what functionality users want to see when they interact with a virtual agent - or chatbot - has been launched by chatbot specialists Daden Limited (Daden). Increasing in popularity, chatbots (a computer programme which maintains a conversation with a person using natural language) are seen as a cost-effective support to customer service desks and live chat. Available 24/7, chatbots respond to queries and frequently asked questions enhancing customer experiences and directing visitors to relevant web pages. To consider future development of the industry as a whole, Daden have devised a short online survey to understand what functionality people would like to see in chatbots.

A survey to find out what functionality users want to see when they interact with a virtual agent - or chatbot - has been launched by chatbot specialists Daden Limited (Daden).

Increasing in popularity, chatbots (a computer programme which maintains a conversation with a person using natural language) are seen as a cost-effective support to customer service desks and live chat. Available 24/7, chatbots respond to queries and frequently asked questions enhancing customer experiences and directing visitors to relevant web pages.

Customers like the immediacy of talking to a customer service agent, but prefer the anonymity of a website. A chatbot provides an option that users seem to trust and talk to quite openly - perhaps more so than when they talk to an operator.

To consider future development of the industry as a whole, Daden have devised a short online survey to understand what functionality people would like to see in chatbots.

Daden (http://www.daden.co.uk) have been creating chatbots since 2004. Their versatile chatbot authoring tool “Discourse” enables Daden and their clients to design chatbots that can respond to queries via the web, SMS, email or instant messaging.

Soulla Stylianou, Daden’s Marketing Director said, ” We have clients who use our chatbots to provide customer support on websites, in virtual worlds and to act as non-player characters in 3D simulations. The survey will help us understand what capabilities customers, organisations and individuals might want.”

Daden encourage all readers, whether existing users or not, to complete a short 5 minute survey. The results will be released and will help shape future development.

To complete the survey click: https://www.surveymonkey.com/s/discourse_survey