Chatbots are owned to manage the online chat. Online chatting may go through speech to text or text. Bots are software applications used for many purposes. Developers who develop software make a study of what company and customers require. The development of chatbot vary. Few are not much difficult to develop, whereas few are difficult to develop and implement.
Chatbots are in-use for some time in this technology field. But, it has gained popularity nowadays. To make it simple, it is a software application for many purposes.
ELIZA and PARRY are the most famous among the early chatbots. Now in the present modern days, ALICE is one of the remarkable bots. They are obtaining large popularity in the technology field. Have you ever chatted with a customer live chat service? SAM serves by providing information on climate change, the education department, and healthcare.
Database plays a crucial role in storing data. Now the developers will try to understand what customer requires from the chatbot. They develop software in such a way bots inquiry and submit replies related to the customers’ questions.
Types of chatbot
Button based bot: It is a simple bot to develop. It doesn’t require enormous programming skills to develop this type of bot. You should click on one of the options provided by the bot. Then it will provide other choices relevant to the previous choice you made.
AI bot: The AI bot is very expensive for implementation. A company should meet some context to implement AI bot. This bot provides speed with communicating and good quality of the text.
Voice-based bots: We can say it is a future of bots. Few advanced companies use this type of bots. Alexa or Google assistant are the examples which use voice-based bots. Robocalls, IVR’s, and voice assistants are taking the lead in this generation. Technologies are improving so that in the future, voice-based bots may become very familiar with the whole IT system. Many companies are working on voice-based bots.
Hybrid bot: As the name state, it is a mixed bot. It gives you the button based bot option with natural language question. It comes with much complexity for the one who builds this bot.
How chatbot works
Chatbots creation depends on the company or the one who is willing to use them. In customer service companies, people are trained manually. Humans should go through the manual. Bots process through artificial intelligence. Bots work according to their company. Popular working methods are pattern matches and Natural language processing. Bots have enormous logs of conversation in it, which is previously stored.
Artificial Intelligence Markup Language is popular in this type of pattern matching. By these bots will understand what to answer to customers’ questions. Let us look at how stored patterns work on bots. In the below coding, if a human asks for ‘who invented email,’ bots will reply ‘according to google Ray Tomlinson invented email.’ This conversation is already stored.
Natural language processing: In this, bots will translate or change regular text or speech to organized data. It has many steps to follow and make the data in a properly organized form. Tokenization, Sentiment Analysis, Normalization, Named Entity Recognition, Dependency Parsing are the steps followed by Natural language processing
Benefits of bots to the company
Out-reaching new customers: It helps to set foot on new customers in social media like Facebook Messenger. According to Telus international survey, 38% provide feedback through social media once a week. From this, we can say feedback increases with the help of bots. The chatbot is one of the major plus points for the company to attract new customers.
Cost deduction: Nowadays, bots are capable of answering complex queries. The company use chatbots instead of many customer service agents. Hence, implementing bots will help a company by reducing the salary of customer service.
Growth of sale and Availability: Bots can recommend new consequences products to the customers from the desired company. The bot helps to uplift the sale of the company. Customers hate to wait for a response from the company. Customer service agents may not be able to available at all times regularly without fault. But, Bots are 24/7 at one’s fingertips to the customers.
Benefits of bots for customers
Chatbots are always available to customers, regardless of vacation or health issues. Customers need not wait for reverts from the service center as bots are available 24/7 to the customers.
Regardless of how many times you interact with bots, they provide the same answers service. The bots may change with customer service providers. Some may provide as people think of getting some good responses with other customer service agents.
The software has developed so that bots can concentrate on many queries and provide rapid replies. Bots can answer hundreds and thousands of questions at once. At the same time, Customer service operators can concentrate on one question at a time. We should be thankful for all software and the internet for such a development in the technology field.
Bots are no match for humans for patience. They do not lose their temper as human beings. Humans can show impatience sometimes as they are human, whereas bots have limitless patience.
Final Thoughts:
From the above information, we can say Chatbots have both pros and cons. Still, inventions are going on for functionalities and use cases. Artificial intelligence chatbot is like threats to call center workers. They are taking over a worker’s place in the call center.
Chatbots have advantages and disadvantages. The bots can not provide the answer to all questions. It is necessary to save an enormous amount of data to reply to any customer queries. In present days malicious chatbots are in use, which mislead customers. Let us watch and see what technology will lead the world.
