Source | FastCompany : By NIR EYAL AND ALEXIS SAFARIKAS
Recently, I needed to book a lunch meeting. To help coordinate, I asked Amy to assist and cc’d her on the email. “Amy,” I wrote, “please help us find a time to meet. Let’s plan for sushi at Tokyo Express on Spear Street.” Amy looked at my calendar, found an open time suitable for everyone invited, and booked the meeting.
Amy works just like a human assistant, except she’s not human. It’s an AI bot made by X.ai, a company specializing in scheduling assistants that respond to natural language. Amy is so good at what she does that I find myself thanking her for booking a meeting, forgetting she needs no more thanks than my microwave.
It’s impossible to ignore all the buzz about AI bots. Last month, Facebook’s David Marcus announced that over 30,000 bots have been built since the opening of its Messenger app to bot developers in April. Other companies like Google, Amazon, and Slack are welcoming bot-building developers to their platforms with open arms. Slack even created an $80 million fund to support chatbot projects.
As with any tech trend, most companies building bots today won’t survive. However, some are bound to have a massive impact and will profoundly change the way we interact with our software and services.
The deciding factor between which bots will live and which will die is how well they keep users engaged. After all, if a personal technology isn’t habitually used, it is easily forgotten. Since most bot companies are built on other companies’ platforms, like Facebook Messenger, Amazon Echo, WeChat, and Slack, they must stay top of mind or they may as well not exist.
So what makes for an engaging bot—one that users come back to again and again?
First, it is helpful to expand the scope beyond what most people call “bots” and consider a much larger and more interesting technological shift. Although “bots” has become a buzzword for the artificial intelligence powering many fledgling services, that’s only part of the story. It’s the way we interact with these bots—and the way they are designed for those interactions—that makes them special.