We have a great bond with chat applications, as humans living in the 21st century! Whatsapp, Messenger, Viber, Snapchat; we deal with many applications like these. Recently, about two years ago, a unique tool was introduced to facilitate the interconnected process between computers and humans. It's called a chatbot. You may have dealt with a chatbot, but you may not even know that it was served by a chatbot. Anyway, this attempt is to give somebody who has no idea what a chatbot is…
Actually, what are these chatbots?
Simply put, a chatbot is a virtual assistant. A chatbot is an AI-based software. A chatbot is capable of chatting with a user in the languages we use, or in the natural language of messaging applications, websites, mobile apps or over the phone.
How does a chatbot work?
The functionality of a chatbot can be divided into two main tasks.
1. User Request Analysis
2. Returning the response
User Request Analysis
The key here is to identify exactly what the user's intent is, or what service the user really wants. It also allocates relevant entities. Let us try to understand this process with an example.
In this scenario, the main points of the process are divided into the following:
user intent: Credit £ 10 to 390-555-5555
Relevant Entities -> Phone Number: 390-555-5555, Amount Credited: £ 10
Returning the response
If it is possible to extract the necessary data through User Request Analysis, then the next step is to respond. This response can take place in several ways.
• Provide a predefined text which can be given as a response at any time
• Provide a selective response from a knowledge base with multiple responses
• Provide a data-related response in an enterprise system
• Provide a response that works with another background application
• Repeat the query as a response to clearly identify the user request
Why chatbots are important?
Chatbots are really designed to provide a superior experience for a user or customer. These chatbots can be used to provide a more efficient service to the customer while at the same time being cheaper for customer services. Nowadays, it is not possible to use one employee per customer. So these chatbots are a great help for many companies and organizations. However, in order to provide better service through a chatbot, these chatbots need to be tested with different user interactions and different platforms.
Today, chatbots have been used successfully in many different sectors, including banking systems, customer relationship systems, enterprise systems, feedback systems, online business systems, online booking systems and more.
You can create these chatbots too. Today you can find a variety of technologies and tools to choose from for your purpose. So if you are interested in these chatbots, don't forget to check them out.
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Source: www.expertsystem.com
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