“Can I just speak to a real person, please?” – the rebrand of the chatbot

“Can I just speak to a real person, please?” – the rebrand of the chatbot

Lottie Bulmer

Lottie Bulmer

How many times have we uttered these words in defeat during the festive season? After hours of trying to decrypt the magic combination of ‘yesses’ and ‘nos’ in a chatbot window while online shopping, desperately trying to reach the inbox of a human employee.

Well, if you believe the AI industry’s announcements, come the new year, that will soon be a struggle of the past.

Yes, chatbots are undergoing a rebrand. No longer are they the cryptic gatekeepers to the human behind the screen; companies are working on making virtual assistants more humanised. Take bank NatWest's new AI-powered chatbot, ‘Cora’ for example. Human name aside, it has been developed with the goal of being more personable by being able to provide information to the user in a friendly conversational style.

The humanising of chatbots comes at a time when we are living a strange duality of both fearing AI’s scope and embracing it as one of us. At the same time world leaders met at Bletchley Park to discuss next steps around regulation for AI, we were asking Alexa for quick dinner recipes.

And while identified by some as “one of the biggest threats to humanity”, we are calling it the names of our friends and family. This isn’t a new phenomenon. One of the first chatbots was called ELIZA and was developed in 1966. In fact, you can still chat to ‘her’ today. But more confusingly in the past year, celebrities like Kendall Jenner sold their images to Meta to create chatbots who look and speak like them.  

The effectiveness of using a celebrity image in humanising chatbots is questionable. When speaking to Billie (Jenner’s AI counterpart), watchers of The Kardashians are transferring their parasocial relationship they have with Jenner from the show to Billie – adapting quickly to using and trusting the bot.

Further to the way chatbots are looking and speaking to us, we are unconsciously accepting the personalisation of the software. Using language for human actions is increasing anthropomorphism of AI in our everyday conversations. Terms like ‘hallucinating’ – for describing when a chatbot AI programme produces false information – has become Cambridge Dictionary’s word of the year, cementing it in the 2023 zeitgeist.

Many of us, especially the older generation, are resistant to the chatbot, preferring to pick up the phone and have a real person handle our queries about returning gifts or logging into our banking apps. But a study at the Technical University of Berlin found that working alongside robots causes us to slack off in the same way we would with human colleagues. Is this a crack in the wall between humans and machines?

Perhaps as 2024 continues, and AI’s rebrand becomes more streamlined, the lines will blur between how we treat other humans and how we speak to chatbots.

Which begs the question – how long will it be before we are asking “Can I just speak to a chatbot, please?”.

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