What is a chatbot? Built on Machine Learning / Deep language algorithms and neural network models / artificial intelligence, a chatbot is software that can engage in human-like conversations. Conversations with users are conducted through a chat interface, using text or voice / auditory methods.
Advances in artificial intelligence and the complementary components of Machine Learning and Natural Language Processing (NLP) lead to the construction of highly intelligent chatbot systems with relevant answers in natural language. Chatbots chat through dialogue and can provide a quasi-weekly experience. Depending on the structure and complexity, chatbots are divided into several categories: based on a menu / script, which recognizes keywords and phrases, which understands the context of a discussion as well as the human voice. Most chatbot systems are built on platforms with specific architecture and integrated into messaging applications such as Skype for Business, Slack, Microsoft Teams, Facebook Messenger etc. or are virtual assistants such as Alexa, Cortana and OK Google.
What is a chatbot?
Types of chatbots
Depending on how the specific chatbots were programmed, we can divide them into two large groups: those that operate according to pre-made commands (simple chatbot) and trained (intelligent or advanced chatbot).
Simple chat functions work according to previously written keywords that they understand. Each of these commands must be written by the developer separately using regular expressions or other forms of string parsing.
If the user asked a question without using a single keyword, the bot cannot understand it and usually responds with messages like “sorry, I didn’t understand”.
Intelligent chatbots rely on artificial intelligence when communicating with users.
Instead of previously prepared answers, the bot responds with appropriate suggestions on this topic. In addition, all words spoken by customers are recorded for further processing.
However, AI is not magic and is not yet ready to produce perfect user experiences. On the contrary, it requires a lot of work.
Why are they so popular?
Chats are easily one of the most well-known examples of artificial intelligence. They are useful in a business because they save time and effort by automating various aspects of customer support. According to Gartner, by 2020, about 85% of our interactions will be handled by bots instead of humans.
However, the possibilities of chatbots are not limited to answering customer questions. Chatbots are also ideal for gathering information about users, helping to organize meetings and more.
New and existing companies are already starting to tap chatbots into their workforce to help with:
Improved customer service: Customer experience is the most important differentiator in today’s market, and surveys show that approximately 83% of online shoppers require some support during the buyer’s journey.
Your customers may need help understanding what step to take when purchasing a product, and chatbots can provide real-time assistance, speeding up the purchase path.
Implementing an intelligent chatbot is generally much cheaper and faster than hiring a new team of employees or creating cross-platform Chatbots allow companies to handle a variety of interactions with consumers at the same time without spending too much for employee costs.
In addition, the accuracy of chatbots can reduce human errors.
Obtaining customer information: The easiest way for any company to improve its customer service is to monitor consumer data and collect information.
Chatbots may collect information from consumer comments and use this data to provide information on how to improve your products and services.
Automate repetitive tasks: Chatbots can also help eliminate some of the repetitive tasks associated with call centers and the business environment.
This does not necessarily mean that chats will take over the roles of employees, but it will ensure that staff can devote more time to crucial tasks.