By : Ashraf Othman

In today's digital age, new buzzwords arise every now and then. The buzzword that gained the most popularity (after the word computer) was Y2K. The whole world lived this buzzword from its inception in computer centers until it became a household term, where people were worried about using their microwave ovens, cars, elevators, and even planes.

Following the "safe occurrence" of Y2K, terms were coming to our life one after the other, such as: Internet, Browser, Cloud, Smartphone, Social Media, Email, Wi-Fi, App, Password, Virus, Website, Download, Upload, Streaming, Search Engine, GPS, Emoji, Online Shopping, Blog, Chat App.

Of all these terms, none had the impact of AI or artificial Intelligence! There is a scare of what AI will bring to us. No one knows if AI will bring harmful changes to our lives, but the overall sentiment is a mix of admiring AI and fearing it simultaneously.

What people remember is deep fake! it is terrifying almost everyone, especially after Tylor Swift's deepfake video with indecent content was spreading on Twitter and other social media to the extent of discussing it in the White House! The video became the talk of the Western world and led to its total removal from the Twitter platform.

AI is a double sword capable of both tremendous value and potential harm. In this article, I will show you a real example of a customer who wants to buy a vacuum cleaner and is checking a company's website for information. Communication companies such as CEQUENS work with enterprises to utilize the power of communication channels such as SMS, Whatsapp and other communication services to create a friendly and responsive experience that helps consumers decide what to buy, how to use, how to report problems and faults, etc.

Companies and governments started using what is called Chatbot (a robot to chat with website visitors). Before the massive spread of AI engines like ChatGPT and others, the robot received its knowledge from a list of FAQs (Frequently Asked Questions). It is given a list of questions and a rule-based program that directs the visitor to ready-made answers. Let us check this dialogue with a chatbot of a company that sells home appliances called BEST HOMZ:

Chatbot: Hi, my name is HOMY from BESTHOMZ. How can I help you?

Website visitor: I want to buy a vacuum cleaner.

Chatbot: I can help you with this; I will direct you to our vacuum cleaner's catalog; click on this link.

Chatbot: Do you need any help?

At this moment, the visitor clicks on the link, browse the catalog, and usually does not return to the Bot. Even if they come back and ask about the price, the Bot will transfer them to a human by taking his contacts (telephone number and email) and telling them, "A sales representative will contact you to answer your questions!"

Now, an AI Chatbot can do a lot more; check out this dialogue:

Chatbot: Hi, my name is HOMY from BESTHOMZ. How can I help you?

Website visitor: I want to buy a vacuum cleaner.

Chatbot: Sure, I can help you with that. Can I give you some insights about vacuum cleaners?

Website visitor: Yes, please.

Chatbot: Great! To start, please tell me a bit about your living space. Is it a small home, a larger one, or something else?

Website visitor: It's a small apartment.

Chatbot: Thanks for letting me know. In a smaller space, you may not need a heavy-duty vacuum cleaner. However, it's essential to consider factors like floor type. Do you have mostly hard floors, carpets, or a mix of both?

Website visitor: Mostly hard floors, but I have a few area rugs.

Chatbot: Got it. Since you have hard floors and some area rugs, you might want a versatile vacuum cleaner that handles both surfaces well. A lightweight upright or a canister vacuum with adjustable settings could be a good fit. Now, please let me know your budget range for a vacuum cleaner.

Website visitor: I'm looking to spend around $200.

Chatbot: Thank you. Based on your needs and budget, I'd recommend considering models like the [Model A] or [Model B], which are well-rated for homes with hard floors and area rugs. They're priced within your budget and offer good performance.

Chatbot: Can you provide me with your location so that I can recommend shops nearest to you? It will help you explore different financial options, like buying in installments or extended warranties.

Website visitor: I'd prefer to keep my address private. Let's consider options in different parts of Cairo (North, South, East, and West).

Chatbot: Understood! Without sharing your address, here are some options in different parts of Cairo for you:

o     North Cairo: You can visit appliance stores in areas like Heliopolis or Nasr City. They often offer installment plans and extended warranties.

o     South Cairo: Check out stores in Maadi or Zamalek. They may have flexible financing options and quality vacuum cleaners.

o     East Cairo: Consider shopping in New Cairo, where you can find modern appliance retailers with various payment plans.

o     West Cairo: Explore shops in Mohandessin or Giza for various vacuum cleaner options, including those with extended warranties.

When you visit these stores, inquire about the [Model A] and [Model B] and financing options

Chatbot: Is there anything else I can assist you with?

Website visitor: This information is beneficial. I'll explore these options and inquire about the models you mentioned. Thanks for your assistance, HOMY!

Chatbot: You're welcome! I'm glad I could help. If you ever decide to share your address or have any more questions in the future, feel free to reach out. Enjoy your vacuum cleaner shopping, and have a wonderful day!