Chatbots are a form of artificial intelligence (AI) used in messaging apps. Wikipedia defines a chatbot as a chatbot or chatterbot which is a software application used to conduct an online chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent. A chatbot is a type of software that can help customers by automating conversations and interacting with them through messaging platforms. Designed to convincingly simulate the way a human would behave as a conversational partner, chatbot systems typically require continuous tuning and testing, and many in production remain unable to adequately converse, while none of them can pass the standard Turing test. The term "ChatterBot" was originally coined by Michael Mauldin (creator of the first Verbot) in 1994 to describe these conversational programs.
Chatbots are used in dialog systems for various purposes including customer service, request routing, or information gathering. While some chatbot applications use extensive word-classification processes, natural language processors, and sophisticated AI, others simply scan for general keywords and generate responses using common phrases obtained from an associated library or database. Most chatbots are accessed online via website popups or through virtual assistants.
Chatbots can be classified into usage categories that include: e-commerce, education, entertainment, finance, health, news, and productivity.
Artificial intelligence (AI) is intelligence demonstrated by machines, as opposed to natural intelligence displayed by animals including humans. Leading AI textbooks define the field as the study of "intelligent agents'': any system that perceives its environment and takes actions that maximize its chance of achieving its goals. The various sub-fields of AI research are centered around particular goals and the use of particular tools. The traditional goals of AI research include reasoning, knowledge representation, planning, learning, natural language processing, perception, and the ability to move and manipulate objects
Difference between Chatbots and conversational AI
Conversational AI is all about the tools and programming that allow a computer to mimic and carry out conversational experiences with people while a chatbot is a program that can use conversational AI. It’s the program that communicates with people.
Conversational AI powers the chatbots. But not all of the chatbots use conversational AI.
Artificial intelligence can dramatically improve the efficiency of our workplaces and can augment the work humans can do. When AI takes over repetitive or dangerous tasks, it frees up the human workforce to do work they are better equipped for—tasks that involve creativity and empathy among others.
What are the advantages and disadvantages of using AI Chatbots?
There are many advantages and disadvantages of using AI chatbots and some of them are mentioned below:
Pros of using AI Chatbots
24x7 availability: Unlike humans, chatbots are available 24 hours and they can respond to your inquiries instantly and anytime. This is the biggest advantage of a chatbot. This means whenever you message them for any reason, they’ll be able to give a response immediately. As a result, the users can be satisfied with the support as it enhances their experience.
Enhanced Engagement: Chatbots can communicate with website visitors and social media followers as well in real-time. Such engagement and interaction can keep people on your website for longer and help in driving sales and improving your SEO.
Customer satisfaction: Since we know that every human being communicates in their own way. That is why it is important to deliver appropriate answers to each and every query.
Data Collection: Chatbots can be a great way to collect data. There are a few different ways chatbots can be used to collect data. The first way is by asking people to opt-in to your chatbot by providing their email address or other contact information. This is a great way to collect leads and grow your email list. The second way chatbots can be used to collect data is by using cookies. Cookies are small pieces of data that are stored on a user’s computer.
Cons of Using AI Chatbots
Deficiency in understanding Natural Language: The natural flow of human conversation will never be supplanted by bots, as far as we know. Bots can't generally adapt their language to match humans', so slang, misspellings, sarcasm, and other aspects of human language aren't understood. This means chatbots typically can’t be used for channels that are public and highly personal.
Bots are not Personalized: Many customers find it frustrating to deal with robots because they can't respond to them with personalized responses or emotion. The customer wants to be heard and empathetic when he or she is experiencing an issue with a product or company. In situations where the bot was not instructed on how to proceed, it was unable to improvise and lacked human touch, resulting in a negative customer experience.
Chatbots need maintenance: The knowledge base and the way in which chatbots communicate with customers need to be constantly revised, updated, and optimized. It is imperative that you feed the Chatbot with fresh and relevant data (content), which can then answer the customer's questions.
Limited Functionality: As chatbots are designed to answer simple questions which can be answered with facts and have limited responses, they aren't typically able to answer multi-part questions and questions requiring decisions. Customers are often left with no solution, and have to go through additional steps to contact customer service.
In recent years, companies have been eager to use chatbots to streamline operations and answer customer questions without clogging up their service teams. Do you want to incorporate chatbots into your marketing strategy? Check out how BSetec can help you.
No comments:
Post a Comment