sIt’s now possible to provide outstanding customer service, outperform the competition, and boost customer engagement by integrating a powerful chatbots into your company.
Here, our chatbots experts cover everything there is to know about chatbots, including what a chatbot is, what makes a good chatbot, benefits of chatbots, use cases for chatbots, chatbot architecture, and much more.
WHAT IS A CHATBOT?
A chatbot is a piece of software that can mimic natural-sounding human conversations in text or speech by using artificial intelligence (AI), natural language processing (NLP), pattern recognition, etc.
A well-built chatbot can efficiently handle customer inquiries, allowing your company to cut costs, automate lead generation and customer service, and personalize experiences for your clients.
A RANGE OF CHATBOTS
There are primarily two categories for chatbots:
Rule-Based Chatbots: These respond to user queries by following a set of pre-established rules or flows. Most straightforward applications have rule-based chatbots that respond to inquiries in accordance with the predefined rules.
AI chatbots are more sophisticated and built on machine learning. AI chatbot makes use of services for natural language processing to interpret the questions asked.
Today’s consumers favour doing business with companies that provide consistent user experiences across all channels. Any necessary communication channels, including WhatsApp chatbot, Facebook, SMS, custom mobile apps, and websites, can be seamlessly integrated with a good chatbot platform.
The performance of the chatbot should be trackable, which is another essential feature. Analytics for chatbots can assist your company in monitoring the performance of the bot and modifying it as necessary. You can track goals and gain a better understanding of your customers by using metrics like average conversation steps per user, total conversations, top countries, number of returning users, average session duration, etc.
Security is yet another crucial feature of chatbots. Every business’s top priority is to safeguard the privacy of its customers and the security of their data. To protect customer data, a good chatbot platform makes sure to uphold the highest security standards.
4. Human-Like Approach
The way a chatbot interacts with users is another noteworthy aspect. A good chatbot has all the knowledge and resources necessary to be able to comprehend context in open conversations, just like humans who frequently use context in their everyday conversations.
The best chatbot platforms have the ability to change their language and tone depending on the user context. For instance, if a flight is cancelled, the chatbot expresses regret and acknowledges the inconvenience rather than dismissing it.
Knowledge-centered service, or KCS, is the name given to a set of rules for creating and preserving organisational knowledge. KCS-friendly bots are created with organisational standards in mind and prove to be moral and beneficial.
Users can be presented with a range of pertinent options by chatbots, sometimes based on previous interactions. Additionally, for a seamless customer experience, if the bot cannot handle a complex query, it immediately alerts a human agent about the same.
One of the most important chatbot features is chatbots integration. You won’t have to worry about switching your current tools and systems if you use the right chatbots platform. A chatbots must seamlessly work with your current toolkit.
WHERE DO CHATBOTS COME FROM?
The operation of a chatbots is an interesting subject. A chatbots may initially appear to be a typical app. A database, an application layer, and APIs for calling outside services are present. The UI, however, is the chat interface in the case of a chatbot. And a lot of work is done in the background to make the chat interface as seamless as possible.
Fundamentally, the chatbot architecture depends on three classification techniques:
This technique aids in categorising text and generating responses based on the keywords observed.
Using algorithms shortens the search for a distinctive pattern that fits the nature of the question posed.
Artificial neural networks (ANNs) –
ANNs provide a method for bots to use weighted connections and data context to determine the answer to a query.