Did Chatbots Miss Their 'Apollo Moment'? A Survey of the Potential, Gaps and Lessons from Using Collaboration Assistants During COVID-19

• URL: http://arxiv.org/abs/2103.05561v1
• Date: Sat, 27 Feb 2021 19:08:54 GMT
• Title: Did Chatbots Miss Their 'Apollo Moment'? A Survey of the Potential, Gaps and Lessons from Using Collaboration Assistants During COVID-19
• Authors: Biplav Srivastava
• Abstract summary: We look at how AI in general, and collaboration assistants (CAs or chatbots for short) have been used during a true global exigency - the COVID-19 pandemic. The key observation is that chatbots missed their "Apollo moment" when they could have really provided contextual, personalized, reliable decision support at scale that the state-of-the-art makes possible.
• Score: 6.4126050820406
• License: http://creativecommons.org/licenses/by-nc-sa/4.0/
• Abstract: Artificial Intelligence (AI) technologies have long been positioned as a tool to provide crucial data-driven decision support to people. In this survey paper, we look at how AI in general, and collaboration assistants (CAs or chatbots for short) in particular, have been used during a true global exigency - the COVID-19 pandemic. The key observation is that chatbots missed their "Apollo moment" when they could have really provided contextual, personalized, reliable decision support at scale that the state-of-the-art makes possible. We review the existing capabilities that are feasible and methods, identify the potential that chatbots could have met, the use-cases they were deployed on, the challenges they faced and gaps that persisted, and draw lessons that, if implemented, would make them more relevant in future health emergencies.

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