Also referred to as chatter bots, chatbots are computer programs that use artificial intelligence to emulate human conversions. Let me make it much easier for you; the name chat bot is simply the short form of chat robot. Chat bots mainly provide virtual assistance or function as messaging apps and are used in applications including call centers, business websites, e-commerce customer service, and Internet gaming. In these applications, their conversations are limited to specific purposes.
They can mine massive amounts of data to select out the best technique for a customer, which could either be a troubleshooting result or a recommendation to try out a new product. With millions of users, tech giants such as Google and Facebook use chatbots to provide virtual assistance. For instance, in its messenger module, Facebook uses 30,000 chatbots.
Main Types of Chatbots
There are many types of chat bots depending on their functionality. The main types include:
- Intelligent chatbots: They are often referred to as interactive agents. They are designed with intelligence capabilities that enable them to understand voice or text based natural spoken language. They are used to answer commonly asked customer service questions, reducing the number of human agents required to support and offer customer services.
- Scripted chatbots: these bots can hold and follow an already predetermined conversion. They contain a knowledge base that allows them to respond to a user depending on a choice selection. For example, if a user selects 1, then the bot can reply with option A, if the user selects 2, then the bot responds with option B.
- Application bots: application bots combine the functionalities of both intelligent and scripted bots, with the addition of a graphical interface. They are still evolving and are projected to emerge in the near future. For example, a flight booking applications developed with graphical icons to ease usability.
Chat Bots: Future Predictions
Chatbots are not only currently in use but have also been predicted as the next disruptive technology. Current trends, especially in the business industry, indicate that we are moving towards a future full of chatbots technologies. Chatbots adoption will continue to increase in the coming years and provide the corporate environment with even more bonuses. Chatbots will increasingly become more intelligent, and they will find their role in organizations. Of the actual impacts of chatbots in our daily lives, only time will tell.
For every industry, and in an environment that is fast changing, it is important to offer better and quick services to customers. Chatbots were developed for this. Time is very crucial, and customers are not usually willing to wait in line for hours. Some businesses have already deployed chatbots to help in customer services. Those that have not will need to follow suit for improved customer experience. The truth is that technology will keep evolving and chatbots that make use of artificial intelligence are part of this progression. In one or another, adjusting our business organizations will be necessary if we keep up with disruptive technologies.