At least for the businesses that deal with people, the real agenda for chatbots is to make the UIs (web and mobile apps) go away as the first layer of contact.
A user should be able to talk with a business over SMS (or similar) chat or phone call over a single identity.
Web and Mobile apps are just the 2nd/3rd leyer utilities to support the primary mode of communication.
Business couldn't do this earlier because the language understanding accuracy wasn't sufficient. The large language models (LLMs) solved that limitation.
The small reduction bots can bring about in human agent interactions, through the experience gimmickry is cherry on the top. The % deflection is getting a bit bigger with the better large language models (LLMs).
The irritating chatbot widget that sits on the bottom right corner is a stop gap until the provisioning of a single phone number and communicaton over that is streamlined.
Last but not least, the title is misleading. He is not building an open source chatbot. He is just saying build chatbots using open source libraries only (instead of closed source/commercial tool) to foster community and faster AI progress.
A user should be able to talk with a business over SMS (or similar) chat or phone call over a single identity.
Web and Mobile apps are just the 2nd/3rd leyer utilities to support the primary mode of communication.
Business couldn't do this earlier because the language understanding accuracy wasn't sufficient. The large language models (LLMs) solved that limitation.
The small reduction bots can bring about in human agent interactions, through the experience gimmickry is cherry on the top. The % deflection is getting a bit bigger with the better large language models (LLMs).
The irritating chatbot widget that sits on the bottom right corner is a stop gap until the provisioning of a single phone number and communicaton over that is streamlined.
Last but not least, the title is misleading. He is not building an open source chatbot. He is just saying build chatbots using open source libraries only (instead of closed source/commercial tool) to foster community and faster AI progress.