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Negotiating Chatbots: The Art of the Deal | by Ambit | Jul, 2020



Original article by Habib Baluwala, Chapter Lead — Data Science at Spark NZ

Negotiations are a part of our everyday life.

From negotiating with your boss for a higher salary to negotiating with your two-year-old to finish her food, negotiations dictate the big and small decisions of our lives.

Negotiations require knowledge, linguistic expertise, tactic, and emotion. It is a part of our daily social interaction which makes it an inherently human/biological trait.

Well not so much anymore. While attending the International Joint Conference on Artificial Intelligence (IJCAI), I was introduced to a chatbot that could negotiate like a human.

Yes, I witnessed a negotiating chatbot.

It represents the next stage of development in the AI story, because until now, most chatbots that we encounter are dumb, without reasoning, memory or ability to detect emotions.

Not all chatbots are created equal. Get the guide on what type of chatbot is best for your business.

The act of negotiation is not an easy task. It is an art with a science behind it.

The objective of a negotiation is not only to extract maximum value for yourself but also to convince the opponent that the deal is beneficial to him. This becomes extremely difficult in cases where the opponent’s preferences are not known.

Complexity is further elevated if there are more than two negotiating parties involved. These difficulties make it an attractive market for automated agents.

“In business, you don’t get what you deserve, you get what you negotiate”.

This quote is applicable whether you are trying to negotiate prices with your suppliers or trying to negotiate prices with your customers.

Currently, most businesses offer services based on fixed prices. These prices are not entirely based on production costs but also what consumers are willing to pay, i.e value-based pricing.

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With negotiating chatbots, businesses can personalize the prices for each customer and provide bargains to them. The value of a product will no longer depend on the seller but based an amount determined by negotiations.

Many institutions like tax authorities, debt collection agencies need to negotiate debt restructures. But people in debt can be scared, angry or emotionally explosive which makes these tasks extremely sensitive task.

If individuals know that they are negotiating with chatbots, it can ease their anxiety and may lead to results beneficial for both negotiating parties.

For those not good at bargaining, personal negotiating chatbots can be a godsend. We can send it off to settle our next car deal (would love to see a chatbot deal with cars salesman), make travel reservations or find a good handyman.

But all new technology should be used with caution.

Recently, Facebook developed two chatbots to negotiate with each other. The researchers wanted to make the chatbots competitive and self-serving.

The results were excellent. The chatbots were good negotiators, but also excellent liars. They started showing interest in valueless items so that they could later compromise by conceding it.

It seems that they learned the ultimate trick in negotiations.

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