Chatbot, The Conversational AI: What Are They and How They Are Used

Do you often see a small rectangular pop-up on the bottom right side of a website you visited? Does it resemble a chat box with a message saying, “Hi! I am XXXX. How can I help you?”. Well, that’s the chatbot for you.

In this context, a bot is a program that can complete a task automatically without human intervention. They are often used to perform repetitive tasks instantly that a human worker may take a considerable amount of time. A chatbot is a computer program that is used to textually communicate with human users on the Internet.

They can be integrated with not only on websites but also in Instant Messaging and other mobile apps. Chatbots are particularly helpful as they ever-available at the service of the customers, unlike customer service centers that function only during certain hours and may keep callers waiting for a long time. Chatbots can also be relied upon to deliver instant answers to the customers’ queries.

There are two types of chatbots:

1) Rule-Based: Developed by defining rules and keywords

2) Smart: Developed by using AI

Why Do Businesses Need A Chatbot?

  • Automate repetitive tasks
  • Reduce human intervention
  • Instant customer service
  • Improved brand reputation
  • Improved productivity

How Does A Chatbot Work?

As already discussed, a chatbot is a programmed virtual assistant that can help reduce human work considerably. So how does a chatbot know what will be the appropriate answer for a particular question?

Some chatbots are rule-based, i.e., they are hardcoded with information such that they can answer only questions that are recognized by the bot according to the rules fed into it. If a user asks anything that does not show up in its range of data, the query fails.

But the most popular chatbots are the ones powered by Artificial Intelligence. They have the opportunity to expand their knowledge base and learn from the interaction they have with their users. Hence, these chatbots can ‘think’ and decipher what we mean even if the query is not in its information database and reply accurately.

Uses of Chatbots

We all know that chatbots can be integrated with the website to make them user-friendly. Here are some uses of chatbots that are revolutionizing the way we live life:

  • Customer Support
  • Ordering Food
  • Product Recommendation
  • Weather and News Report
  • Book Tickets
  • Companionship
  • Marketing

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