A chatbot is an artificial intelligence (AI) software that can simulate a conversation (or a chat) with a user in natural language through messaging applications, websites, mobile apps or through the telephone.
Why are chatbots important? A chatbot is often described as one of the most advanced and promising expressions of interaction between humans and machines. However, from a technological point of view, a chatbot only represents the natural evolution of a Question Answering system leveraging Natural Language Processing (NLP). Formulating responses to questions in natural language is one of the most typical Examples of Natural Language Processing applied in various enterprises’ end-use applications.
More and more businesses are choosing AI chatbots as part of their customer service team. There are several reasons for that. Chatbots can answer customers’ inquiries cheaply, quickly, in real-time. Another reason is the ease of installation of such chatbot: once you have a fine live chat app, it takes a couple of minutes to integrate a chatbot with it.
These are chatbots whose behaviour is determined by rules.
Intelligent chatbots are chatbots that are built with artificial intelligence techniques.
As mentioned, both scripted and intelligent chatbots can have graphical user interfaces.
Beyond understanding and interacting conversationally, a great chatbot has specific natural language processing (NLP) capabilities to understand the context of a conversation in multiple languages. he best chatbots have advanced conversational capabilities and can proactively seek out information, and can also ask clarifying questions even if the conversation isn’t linear.
Chatbots don’t need to sleep. They can immediately tackle issues no matter if it’s 4 am or 9 pm. This is crucial for companies targeting millennials (who can be impatient). This allows you to improve customer support and the customer experience. AI chatbots make fewer errors while answering customer inquiries than human agents do.
The chatbot can perform complex reasoning without human intervention. For example, a great Service chatbot should be able to infer solutions based on case histories. The chatbot is pre-trained to understand brand-specific or industry-specific knowledge and terms. Even better, it’s pre-configured to resolve common customer requests of a particular industry.95%
The fact that conversations are so innate to human beings, gives the chat interface a chance to go beyond what has been done in the past with the standard UI. Perhaps to a place that builds lasting relationships, and maybe most importantly, a sense of trust between the human and the technology (or the brand in front of the tech).Jason
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