Overview
A chatbot is a computer program that simulates human conversation through voice commands or text chats or both. Chatbot, short for chatterbot, is an artificial intelligence (AI) feature that can be embedded and used through any major messaging application
The progressive advance of technology has seen an increase in businesses moving from traditional to digital platforms to transact with consumers. Convenience through technology is being carried out by businesses by implementing AI techniques on their digital platforms. One AI technique that is growing in its application and use is chatbots. Some examples of chatbot technology are virtual assistants like Amazon's Alexa and Google Assistant, and messaging apps, such as WeChat and Facebook's Messenger.
Features
Available 24*7
A problem may arise at anytime and in anyplace. So it has become important for business organizations to be able to provide service to their customers at the time of their need.
Cost-efficient
Chatbot surely helps in reducing the extra expenses. Instead of hiring a large number of staffs for handling customer’s questions, a chatbot can single-handedly perform all of it.
Gathering customer insights
Then conversation that takes place between the customer and the chatbot can be collected and analysed to have a better understanding of the problems the customers are facing.
Interactive communication
A chatbot can be used to communicate through various approaches. Textual conversation is seen commonly everywhere. Beside it, we can use voice messages for the conversation too.
Basic types of Chatbot
Rule Based
The conversation between the user and chatbot can happen only within a specific flow
Out of flow conversations will not be entertained
These chatbots helps to keep the user focused in their goal
AI Powered
These chatbots use the services of Natural Language Processing (NLP)
User can have a conversation freely (like they would normally do with humans)
User can switch between the content of conversation anytime they want
Types on basis of Knowledge
Generic
Chatbot that simplifies interactions between users and services in a general approach to improve customer experience in as many areas as possible.
Tries to handle wide range of conversation
Due to its goal to cover many areas as possible, it is very complex to develop and maintain
Example: - Google's Meena chatbot, Mitsuku
AI Powered
Chatbots that have extensive knowledge of a particular business and are well-versed in the terminologies used in that field.
These chatbots are great for business purpose
Example: ANT chatbot
Rasa X
Rasa X is a tool that helps to build, improve, and deploy AI Assistants
