The basic chatbot is a computer program that has an ability to communicate (simple if/then statements) with a person by providing answers to questions and providing help. For it to “better understand” or hold the conversation it uses Natural Language Processing, people input natural language speech or text, and the chatbot program should provide the most intelligent AND courteous response in the same form (text or speech).
Most innovative chatbots provide quick, creative, and convenient customer messaging service. Businesses are able to start meaningful conversations and generate revenue from these sources like never before. Big companies like Bud Light’s Bud Bot, Dom the Interactive Pizza Bot and World Health Organization COVID-19 – WHO Health Alert Bot are driving this technology to new places.
Chatbots & Artificial Intelligence
The 2 types of Chatbots:
- Rule-based chatbots: Chatbots without AI functionality are called “rule-based chatbots” because they simply follow the rules they’ve been given.
- Machine-learning based chatbots: Chatbots that learn from customer interactions and can infer context, reference older data stores and offer resources for a solution. Because it uses a type of AI called “machine learning” it actually improves over time.
The use of bots can be attributed to a number of reasons, the rise in mobile/smartphone users & widespread use of messaging apps. WhatsApp hit the one-billion user mark and surprisingly it’s one-to-one messaging function has surpassed the usage of social networks. Messaging apps are now platforms, and the mobile device is a messaging device.
1. Overwhelming app proliferation
Despite the thousands of apps available today, users are overwhelmed by app volumes. This does not mean that apps will give way to chatbots, however; we all have a handful of apps we rely on and tap on every day.
2. Focus on the customer experience
Servicing customers over the phone, as businesses try new ways to improve the customer experience and lower costs as many customers find it annoying to call the contact center for simple tasks that can be executed with minimal assistance. While businesses have been working to simplify this process, it is still time-consuming. Chatbots can ensure seamless assistance is available at any time of day.
3. Wider reach of mobiles and messenger apps in developing countries
In emerging economies, mobile apps and commerce have leapfrogged conventional e-commerce. In many bandwidth-constrained villages and small towns, messenger apps are the medium for communication, collaboration and commerce. Chatbots designed to work in these conditions will propel their growth in emerging economies.
Chatbots provide ease in business
The communication between brands and their clients has never been so intense as today. With the rapid development of this “interfacing” technology, the handling of customers interactions are changing daily. Businesses are able to provide customers the autonomy and self-service options they want, finding that most prefer to make a purchase or get information without interacting with the human representative of the brand. In order to fit the expectations of their customers, companies are reshaping the experience from human-to-human interactions into an advanced self-service experience, proving that the use of chatbots in business can be a crucial component for improving customer communication.
Chatbots play significant role for handicapped people
The application of Chatbots for the handicapped requires the design of packages and systems with engagement with new technologies. That system was designed using an AIML (Artificial Intelligence Markup Language; a dialect used for producing natural language software mediums) knowledge base with limited vocabulary including voice recognition and/or “groups of phonemes and words”. The AIML question-answer system is implemented to give answers to queries, and then “training data” of 200 words is used to test. Results were 156 words were recognized at an accuracy of 78%. The aim of the study was to insert the English language tutorial software for easier access by disabled people. People with blindness and hand paralysis can benefit from this feature in E-learning / Computer Based Training (CBT) programs or systems.
Chatbots should be aware of human’s behavior
Chatbots should act in a certain way to respond to crucial emotional states of human. For example, the bot should provide emotional feedback in case user emotion is detected. If person says “I felt bad last night after dinner”, then the bot knows this is a negative emotion. When emotional content is detected, the bot’s feelings toward that person is adjusted (AI / Deep Learning) and the bot should handle an optimist (broader and higher positive reactions), or moody feelings (high positive and negative reactions) in the correct manner.
The future of chatbots will pivot around their ability to become useful, maybe even indispensable, to human beings. How well does the bot know the user? How well does it know what the user needs? Can the bot of the future be a master bot that assists, advises and continuously learns about the user? Can it be intelligent enough to become wiser but never cross the line by pretending to be human? Hoping best that chatbots would play magnificent role in future to solve human problems.