16 | AI-Enabled Chatbots: The Self-Checkout Lanes of the Nonprofit World

Image courtesy DALL-E 3 via ChatGPT-4

¹The digital landscape is evolving, and with it comes a surge in technologies that promise efficiency and automation. As leaders in the nonprofit sector, it's crucial to understand these innovations and evaluate their potential impact on our missions. Today, let's talk about AI-enabled chatbots and draw some analogies with familiar, everyday tech like self-checkouts in grocery stores, bank ATMs, and self-serve gas stations.

The Familiarization Curve

Remember the first time you used a self-checkout lane or an ATM? The machine seemed daunting, the interface unfamiliar, and the fear of messing up was very real. But what happened? Over time, with repetition, these once-unfamiliar machines became just another convenient part of our daily routines.

The Chatbot Analogy

• Self-Checkouts: Just as self-checkouts allow shoppers to complete transactions without cashier interaction, chatbots enable supporters and beneficiaries to get quick answers without human intervention.

• Bank ATMs: In the same vein as ATMs handling basic banking tasks off-hours, chatbots can field inquiries and provide support when human staff are unavailable.

• Pumping Gas: Remember when attendants used to pump gas for you? (OK, those of you in New Jersey still experience this…!) Self-service gas stations are now the norm, and chatbots are following this trajectory, enabling users to "self-serve" information.

Pros of Chatbots in Nonprofits

1. Always Available: Chatbots don't take holidays or sleep. They are there to answer questions or direct users to resources 24/7.

2. Resource Efficiency: Rather than having a team member answer the same questions repeatedly, a chatbot can handle these, freeing staff to focus on more complex tasks.

3. Data Collection: Chatbots can easily gather data on frequently asked questions and common issues, helping you refine your services.

Cons and Cautions

1. Inaccurate Responses: While chatbots are smart, they can sometimes get things wrong, which can lead to user frustration or misinformation.

2. Limited Complexity: For issues requiring emotional intelligence or nuanced understanding, chatbots fall short.

3. Initial Learning Curve: For your older demographic or those not tech-savvy, interacting with a chatbot might be intimidating initially.

Balancing the Equation

It's essential to view chatbots as supplementary to human interaction rather than a complete replacement. Just as how ATMs didn't eliminate bank tellers but rather changed the scope of their work, chatbots can reshape how nonprofits allocate human resources.

Conclusion: The Future is Hybrid

As with self-checkouts, ATMs, and self-serve gas stations, the initial discomfort with chatbots will likely fade with time and experience. Their ability to offer round-the-clock support, streamline operations, and gather valuable data makes them a compelling addition to your nonprofit's toolkit. While they may have limitations—like the possibility of providing incorrect information—the pros, in the long run, could outweigh the cons.

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My uses of AI Assistants to help in the creation of this article are described in the footnotes below. Please add Comments about your own experiences!

1. I decided to illustrate what it’s like to work with a chatbot to compose an entire article … a first for me, and something I don’t plan to make a habit!

I used the following prompt:

Act as a thought leader in the use of AI for nonprofit leaders who are new to the technology. Write an article for StrefaTECH describing the analogy of AI-enabled chatbots to self-checkouts in grocery stores, bank ATMs, and pumping your own gas at gas stations. Focus on the change in perception that takes time and repetition in humans -- what at first may seem daunting and awkward can later be just a natural part of day-to-day living. Discuss the pros and cons of chatbots, where cons include the possibilities of providing inaccurate responses. Conclude with the idea that the advantages of chatbots, such as being always available.

This article is the response that came from ChatGPT-4 (the paid, Pro version). I gave the same prompt to Claude, Bard, and ChatGPT 3.5 (the free version). Their articles differed substantially. I liked some phrases in each, which I find often to be the case.

And much like using self-checkout, the experience with chatbots can be anything from great to ugly … and the more you use it, the more adept you’ll become at figuring out what’s more—or less!—likely to be one of those great experiences.