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Chatbots | What Marketers Needs To Know

Chatbots are a new virtual assistant that makes communication or interaction between computers and humans a reality.


What are Chatbots?

Chatbots are artificial intelligence (AI) tools or software when integrated into messaging Apps, mobile Apps or websites it can simulate a conversation or interaction with a user.

Why use chatbots?

A chatbot is often described as one of the most advanced and promising expressions of interaction between humans and machines. However, from a technological point of view, a chatbot only represents the natural evolution of a Question-Answering system leveraging Natural Language Processing (NLP). Formulating responses to questions in natural language is one of the most typical examples of Natural Language Processing applied in various enterprises’ end-use applications.

Chatbot applications streamline interactions between people and services, enhancing the customer experience. At the same time, they offer companies new opportunities to improve the customer’s engagement process and operational efficiency by reducing the typical cost of customer service.

To be successful, a chatbot solution should be able to effectively perform both of these tasks. Human support plays a key role here: Regardless of the kind of approach and the platform, human intervention is crucial in configuring, training and optimizing the chatbot system.

How chatbots works

There are two core processes a chatbot goes to effectively simulate user interaction; there is first an input stage where the request a user makes is analyzed, secondly the request intent is identified and it’s entities and the last stage where the response is composed and returned to the user.

So the steps are:

  • User request
  • Intent and entity identification
  • Compose and return a response

User request: Here the user of an App or a site visitor request for specific information or ask a question. The chatbot takes that request and analyzes it to understand the intent of that request.

Intent and entity identification: The ability to identify the user’s intent and extract data and relevant entities contained in the user’s request is the most relevant step at the core of a chatbot. So if a chatbot is not able to correctly understand the user’s request, it won’t be able to provide the correct requested information.

Compose and Return response: Once the user’s intent has been identified, the chatbot with a clear understanding of what the user is looking for provides the appropriate response for the user’s request.

Chatbot Application to go for

Though the choice of which chatbots application to go for is dependent on the need of the user that you want to meet. There are so many approaches and tools that can be used to develop a chatbot. However, some Chatbot technologies are more preferable than others.

To come out with an efficient user result you will have to use a combination of different AI forms such as natural language processing, machine learning, and semantic understanding to arrive at your desired goal.

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