We have prepared a useful content where you can find answers to your questions such as What a Chatbot is, what chatbot usage areas and corporate chatbot applications are.
What is Chatbot, What Are The Usage Areas of Chatbot?
Chatbot is a software or computer programme which uses text or voice interactions to copy the human speech.
The users in the both from business to consumer (B2C) and business to business (B2B) scenarios, have increasingly started to use chatbot virtual assistants in order to complete non-complex and ongoing tasks.
Integrating chatbot assistant into the website; enables to reduce general expenses, allows the support staff to benefit from the time better and the enterprises to provide customer help when there are no human representatives.
Chatbot applications may have various complexity levels. Chatbots, which do not have a status information, approach each new conversation as if it were a new user. In case of the chatbots with a status information, they can evaluate the previous conversations and establish a context with new answers.
In addition, the business owners should make a choice between configured and unconfigured conversations. Chatbots designed for organized dialogues, are generally written by a command file and this makes the programming easier. However, it limits the queries that can be asked by the users. Chatbots are commonly written in the from business to business (B2B) contexts in order to answer frequently asked questions or execute non-complex, repeated activities.
What is The Importance of Chatbots?
Chatbots can speak with the users and answer repeated questions. Thereby, they save time and cost for the enterprises which aim to increase sale or service productivity. Moreover, artificial intelligence (AI) chatbots can chat with the users and answer the repeated questions.
Many experts estimate that chat based communication methods will become more popular as the customers become distant from the traditional communication types. Chatbot based virtual assistants are used by the enterprises more and more to undertake simple tasks and they enable the human intermediaries to focus on more important works.
What Are The Chatbot Types?
There are various chatbot types. Some common chatbot types consist of the following types:
• Command file or quick response chatbots: They serve as a hierarchical decision tree as the most basic chatbots. These bots interact with the users by means of the predefined questions which progress until the chatbot answers the question of the user. Similar to this bot, there is also a menu based chatbot which requires the user to make a selection from a predefined list or menu in order to make the bot understand deeply what the customer needs.
• The chatbots which recognise the keywords: These chatbots are more complicated. They try to listen what the user writes and answer with the keywords from previous customer answers. This chatbot answers appropriately by combining customisable keywords and artificial intelligence.
• The chatbots which are both human and machine: These chatbots combine the features of menu oriented and keyword oriented bots. If keyword recognition fails, the users can prefer that their queries are addressed directly or use the menu of chatbot to make a selection.
• Contextual chatbots: They are the chatbots which can be used in different conditions. These chatbots are more developed than the others and require a data based approach. In order to recall user dialogues and interactions, they use artificial intelligence (AI) and machine learning (ML) and use them to grow and improve over time. These bots answer the questions by analysing what the customers ask and how they ask instead of sticking to the keywords and improve themselves.
• The chatbots which answer the audible commands: This chatbot type is the future of the technology. The language spoken by the users is used as data by the audible chatbots which encourage the answers or creative tasks. Text reading and voice recognition APIs can be used to create these chatbots. Amazon Alexa or Apple’s Siri can be given as an example for this chatbot type.
What Are The Chatbot Examples, How Are The Chatbots Used?
The chatbots have been used for many years in the instant message applications and online interactive games. Recently, they have started to perform sales and services from business to consumer (B2C) and business to business (B2B).
The organisations can use the chatbots in the following ways:
• Online shopping: In these environments, the sale teams can use the chatbots to provide useful information which the consumers may look for later including answering the non-complex product questions or shipping price and availability.
• Customer service:Service departments can also use the chatbots to help the service representatives to answer the repeated requests. For example, a service representative can assign an order number to a chatbot and ask it when the order has been sent. Generally, a chatbot transfers a call or text to a human service representative when the conversation becomes very complicated.
• Virtual assistants: The chatbots can also act as a virtual assistant. Apple, Amazon, Google and Microsoft, all of them have virtual assistant types. Applications such as Apple’s Siri and Microsoft’s Cortana or all of the products such as Amazon’s Alexa or Google Home and Echo play a personal chatbot role.
In conclusion, the chatbots with multiple types have been improving themselves since ‘70s and become more practical. The enterprises with a chatbot both save time for their employees and avoid a huge cost item.
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