Why Chatbots Fail, And How To Fix Them
summary
Analyzes thousands of chatbot logs and shows 10–30% misunderstanding per user utterance that multiplies across turns, producing retention rates 3–5× lower than mobile apps. Claims enterprise customer support needs thousands of intents not dozens and estimates a bank requires 7000 rules to reach ~95% comprehension, so GUI rule builders fail. Proposes reducing dimensionality with clustering and semi supervised learning, building large knowledge bases and automated intent extraction instead of brittle hand‑crafted scripts; cites Facebook (March 2017) and Alexa usage patterns as evidence.
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