Chatting about Chatbots at ATD TechKnowledge
Chatbots are software programs that have conversations with people either based on a set of predefined rules, or by using algorithms that include a degree of artificial intelligence. A conversation with a chatbot may be in text or voice, or a combination of the two. While chatbots have been around since the 1960s (ELIZA, a virtual psychotherapist, is a good example), they have only recently appeared as a learning technology. According to Nikos Andriotis at TalentLMS,
Over the last few years, the chatbot market has grown dramatically, and it ain’t stopping. In 2016, the chatbot market size was estimated to be worth $703.3 million and is expected to reach over $3100 million by the year 2021. That’s more than a 400% growth in just five years!
In addition to the well-known virtual assistants like Siri, Cortana and Alexa, chatbots are found on the internet, within apps, and on messaging platforms such as Facebook Messenger. Some specialized chatbots, such Poncho the Weather Cat are designed only to answer specific types of questions.
Chatbots will have an increasing role in many learning and development departments. These instructional roles include:
- Conversationalist – while foreign-language students rarely have opportunities to use the language they are learning, a fluent chatbot can provide language practice at any time and anywhere there is a connection to the Internet
- Coach or therapist – chatbots are already being used as performance coaches and as psychotherapists endowed with endless patience and the ability to listen without losing focus. Using natural language processing (NLP) and machine learning, chatbots are improving rapidly to the point of seeming to be a real person rather than a software program.
- Reference librarian – already the major virtual assistants are able to supply information on request. This will only improve as chatbots are connected to more and more of the vast knowledge stores of the Internet. In the corporate environment, chatbots will be used for “performance support,” delivering the right information to the right person as needed.
- Drill and Practice Monitor – chatbots will be used as task monitors, giving feedback and providing encouragement for repetitive tasks required for practicing a skill
- Competitor – in learning games and e-learning software with gamification features, learners may play against chatbot competitors, especially when practicing to take on human competitors. Perhaps some chatbots will be programmed to “trash talk” those who want higher levels of motivation.
- Role Players – chatbots who play roles in simulated scenarios are already available. These e-dramas will only become more realistic, and will be used by humans who need to practice sales skills, counselling skills, and other roles that require them to eventually interact with other humans.
- Moderators of social media – social media chat rooms can become quite contentious, and can degenerate into mud-slinging affairs. Properly programmed chatbots will be able to detect unacceptable behavior and call out (or block) those perpetuating it. They already are major contributors to online social discussions.
- Champions of causes – be prepared for chatbots that will be trained in the skills of persuasion – for good and for evil. They will be used by their owners to champion causes or to sell us goods with convincing arguments and dialogue. They will also be used to recruit new employees and to retain valued workers.
- Personalized interface control – already we can control our laptops and mobile devices by voice commands. The next step will be interactive where a chatbot might question you to further clarify what you want to do.
- Assessor – chatbots can be part of online assessment programs, welcoming learners, presenting instructions in preparation for a test, giving textual or voice questions, scoring responses and giving feedback. Already there are some chatbots that can grade essay questions as well as a human assessor.
This list is not exhaustive. Will chatbots take over all the roles within a talent development department? This is the biggest concern of instructors and their unions, according to Branislav Srdanovic , writing in eLearning Industry this year. According to Srdanovic, “the answer is no, chatbots won’t take anyone’s job. The truth is that they will take over the repetitive tasks and make a teacher’s work more meaningful.”
Intrigued with the possibilities of AI and chatbots? Then speak with Chad Udell, Float’s Managing Director, at the TechKnowledge Conference, Jan. 24-26, in San Jose. Chad will present on AI and chatbots, Thu. Jan. 25, from 3:30pm to 4:15pm in the “Disrupt Room”. He’ll be demoing how Float uses bots to get our work done! Or, stop by the Float booth (119) to speak to Chad and the other members of the Float team. We’re happy to chat – with bots or humans!
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