The word bot is a generic term used to refer to a whole host of automated tasks or AI-driven tools. Bots can complete repetitive or simple tasks within computer software or industrial equipment. Bots can surf across websites and mine data. AI bot systems and their roles as creators of art and written content have recently been a much-debated issue.
An increasingly popular use for bot technology is its application in customer service. Businesses have been implementing bots in customer-facing roles for a while, but advancements in technology mean the expansion of bot roles for many companies throughout the world.
The Rise of Bot Agents
Chatbots and service agent bots can offer business and economic advantages if used correctly. Bots are capable of answering routine and commonly asked questions in online chat format and via telephone in their sales and customer service roles, and automating business processes by utilizing bot technology more widely can reduce operational costs.
Further, AI systems can offer 24/7 service without sacrificing efficiency or quality. Bots don’t celebrate holidays or go on vacation. This increase in availability translates to more satisfied customers and clients.
Bots also:
- Provide consistently good customer service
- Cost less than employing a team of customer service agents
- Respond quickly to customer questions and queries
As with any business decision, the disadvantages must also be considered. Data security is one of the most significant considerations in the human-or-bot-agent discussion. Ethics and emotion are two other commonly discussed issues on this topic. Even if a business owner does not want to debate the ethical considerations of replacing human employees with bots, one factor that should not be overlooked is the legal implication of going the AI route.
Legal Considerations for Using Bots
Laws on using AI and bot technology can vary widely from country to country, so it is advisable to look into how regulations may affect a business’ operation based on where it is operating from. Often, the technology itself is regulated, just as any other technology requires oversight.
Some notable legislation that may currently affect bot use or could affect it in the future include the Online Safety Bill, which is currently in the final stages of becoming law in the United Kingdom, and it includes specifications on bots. The Bill considers bots to be users in certain scenarios, and this means that service providers may be required to oversee and be responsible for content generated by bots.
There are numerous laws that address how people use bots rather than the existence of bots themselves. For example, laws governing the unfair commercial practice of using bots to purchase large quantities of event tickets exist in the EU and have been introduced in the United States.
Some other considerations businesses may want to be aware of include employment rights issues, intellectual property infringement, and software application factors.
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