Author: Abhishek Kaul
Publisher: InTech Open
Publication Year: 2021
Summary: The following article discusses how consumers of a brand can have poor experiences and develop a lack of trust in the brand if virtual assistants are allowed to impersonate a human. Designers and developers of virtual assistants should be transparent in disclosing information to consumers in terms of what they can search for and disclose how their data would be shared and analyzed. When the consumers know what they can search they will be able to ask questions on the topics that the virtual assistant has been trained on and get desirable answers. Furthermore, a consumer should have the choice to opt-in their interaction data for other purposes like the development of AI models or for advertisements and more.
