![]() What is an artificial intelligence (AI) chatbot?Ĭhatbot systems have become much more sophisticated, thanks to significant advances in the field of artificial intelligence (AI). That’s likely because the chatbot program recognized keywords in your request, but not the context in which they were used. Think about the times you may have typed a question into a website’s dialogue box and received an answer that didn’t make sense. In these cases, the computer program behind the chatbot works to a rigid set of predefined rules and has little ability to recognize the way people naturally speak. For example, a cosmetics company might create a bot that engages users with questions about their makeup preferences, then recommends products and offers that match their responses. In short, it operates like a document retrieval system based on keywords. The simplest form of a chatbot system tackles tasks by parsing customer input, then scans its database for articles related to certain words and phrases. But that’s not something as common as ‘reset my password.’ Agents’ time is precious, so save them for the complex stuff … Let the chatbot take care of the simpler jobs,” wrote Greg Bennett, conversation design principal at Salesforce. “Out of the pool of problems your customers have, there are some that are best suited for a talk with a human. While today’s bots still can’t handle all customer queries, they can respond to frequently asked questions or perform straightforward tasks. Over the years, developers have incorporated more sophisticated techniques to enable chatbots to better understand people’s questions and provide more useful responses. SmarterChild was a rudimentary digital assistant, retrieving requested information like movie showtimes and weather reports. ![]() Later chatbot models included SmarterChild, offered as part of the desktop version of AOL Instant Messenger in the early 2000s. Using keywords and pattern matching, ELIZA responded to a user’s typed questions with simple open-ended replies, based on a script. One of the earliest examples of a chatbot was a program called ELIZA, built by Massachusetts Institute of Technology professor Joseph Weizenbaum in the mid-1960s to simulate a psychotherapist. With the potential for delivering instant responses around the clock, chatbots free up customer support teams to apply their emotional intelligence to more complex queries. Most importantly, a chatbot can influence a customer relationship by responding to requests faster while meeting customer expectations. With chatbots, people can have a conversation with a person (a sales rep or a support agent, for instance), or interact with a software program that helps them find answers quickly. Most of us are familiar with bots for customer service in our consumer lives, and also with popular chat and messaging platforms like SMS, Facebook Messenger, WhatsApp, and WeChat. These programs can be customized and used in a variety of ways. Technically speaking, a chatbot (derived from “chat robot”) is a computer program that simulates human conversation, either via voice or text communication. Chatbots also speed up self-service options for customers and resolve common issues such as checking claims status, modifying orders, and more. ![]() Chatbots quickly give service reps the information they need, serving up relevant resources even as the context of a conversation changes. In the workplace, businesses use chatbots to boost agent productivity and efficiency in a range of ways. Their popularity is on the rise: service organizations have increased their adoption of chatbots - often powered by artificial intelligence (AI) - by nearly two-thirds since 2018, according to Salesforce’s State of Service report. What is a chatbot? Companies use chatbots to engage with customers alongside the classic customer service channels of phone, email, and social media.
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