Technology

Human satisfaction: Can a bot fake it enough to get there?

If consumers know (or don't know) that they're talking to a bot, how does that shape behavior?
Published on Dec 1, 2016
  • Bots are pretending to be human. If the consumer experience improves, who needs to know?
  • The future may hold a team of bot support personalities packaged into a single software product.
  • Sidebar: CRMLS cutting checks to brokers for portal listings. Light the way.

Excitement about new technology in real estate is usually followed by long delays in practical application. Logistical, territorial and legal hurdles often stand in the way.Bots seem to be overcoming those barriers with ease. How do bots work in real estate? Bots in real estate create artificially enhanced relationship management. From conversation to conversion, nurture and management, software systems are being built to interact with end users as if there was a relationship with a human on the other end.Sometimes these systems tell the consumer interacting with them that they’re a bot. Sometimes they don’t.In some cases, they’re a little bit of HAL 9000, assisted by a little bit of Dave the human.The gray area creates an interesting question: how much “faking it” is ethical -- and how much does the end user care?No doubt you’ve seen “the scene” from When Harry Met Sally. (Millennials, go YouTube it -- maybe not at work.)The conversation c...

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