How do chatbots work? – the complete guide

Maybe you are thinking What is a chatbot? And how do chatbots work? Here are the answers to your questions:

A chatbot is an artificial intelligence (AI) based automated system that can do a conversation with user in natural language via messaging apps, website and telephone. It operates within defined set of rules and parameters. It is one of the most advanced and promising expressions of human conversations through voice commands, text chats or both. From technical point of view, chatbot uses natural language processing (NLP) for the question answering system.

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How chatbot works?

A chatbot works in same way as a human doing in helpdesk. The chatbot should have an ability to identify the user’s queries, collect the information and relevant entities from the user’s queries are the most important steps that chatbot should take. Once the chatbot focused on the content of the queries, provide the most appropriate response to the user’s queries.

For example, a customer sends a query like ‘What time does your store open tomorrow morning’. Based on the information available, the chatbot used to give immediate respond as human do like ‘Our store opens at 10am tomorrow morning and closes at 6pm’.

The chatbot response may be:

  • A nonexclusive and predefined content
  • A content recovered from an information base that contains various answers
  • A contextualized snippet of data dependent on information the user has given
  • The consequence of an activity that the chatbot performed by interfacing with at least one backend application
  • A rewriting question that encourages the chatbot to understand the user’s request accurately.

What is going on behind a chatbot front end?

Before getting to know about this question, you must aware about types of chatbot.

As we mentioned above, all chatbots are working based on AI, and all of them are supported by programming. However, chatbot is divided into two categories. This division is based on whether the dominant feature is hardcoded questions/answer or the AI.

As we know chatbot functions on scripted and structured based questions and answers are not that much complex. and bots that function on machine learning and AI are complex to understand.  From the front end they both look similar and as a user, you may not be able to make a difference.

Scripted and structured based chatbots

A chatbot functions on hardcoded questions/answers requires a little knowledge and skill set but it will provide error free output to specific instructions. This means user’s questions must match with the programming developers have been given.

if the programming is not there in chatbot system, the question is ‘Will I need a brolly tomorrow’ then the chatbot response will be ‘I am sorry, I didn’t understand the question’. This bot can only be restricted to the programming it has been given.

In this scripted and structured based chatbot users can only interact via buttons or a given menu, you might be talking to one with structured questions and answers.

This type of scripted chatbots are often used on Messenger platforms but this chatbots are not used for marketing purpose because it needs to interact a lot with the bot. Prefer used to send newsletters or daily content pieces, generate leads, engage users, do surveys etc.

NLP Based Chatbots

NLP based chatbots are more suitable to customer service bot. If you are running a business this type of chat bot is very helpful to manage customer service things. This chatbot can understand meaning of language of commands you give, and these are do not need to be so specific.

An AI chatbot will easily understand that umbrella and brolly refer to rain, so that deviation from the standard question will not happen and users will get correct response to their questions.

This understanding of language is based on NLP.  NLP is a part of machine learning and artificial intelligence. Basically, NLP works on three concepts: intent, entity and utterance.

Intents and entities are used to help structure the AI agent, while utterance allows to train and improve it. Essentially, machine learning bots get cleverer the more they are interacted with. Obviously, developer has more work behind the scenes is much greater.

I think now you get a clear idea on how chatbot work, Chatbots are certainly not something to be get feared, but rather something we should enhancing our user experience for various processes.

CAWI ™ is the best place to get AI chatbot to your business to enhance customer services. To get to know more about us reach www.cawi.ai or info@cawi.ai

How AI chatbot revolutionizing the world digitally?

With the technology evolving round and changing the entire scenario it has now become easy for masses to embrace IT like never before. Well to say what’s the best tech has to offer is no longer a mystery, but a pandora’s box – you never know what’s in store next and, also becomes a tad difficult for common people to comprehend. In spite of knowing the limitations, one has to be adaptable & flexible enough to move a higher notch above the rest to like & understand the technology. Talking of this we have seen the rise of the tech from introducing the most basics tech to the most complex ones and, still soaring high knowing where it will land.

Referring to the most simple to complex tech that we know these days is the birth of chatbots thanks to Artificial Intelligence services and with the improvements in the machine learning and natural language processing have made AI chatbot an important feature in messaging app. Yeah, thinking whether bots have been too difficult to understand, well yeah ideally, they haven’t been that difficult yet, but yeah the easiest stuff is to get one’s queries answered. Any query, anywhere, anytime – and pat comes the reply!

In today’s context, chatbots are fun to be with and can help the customers achieve what they want. Today, use of chatbots are seen as easy and fun ways to help customers achieve an outcome. You’ll encounter them on web sites, social media and even on your smartphone. Most of the people taking advantage of AI chat bot for entertainment sectors. Say hello to Siri, Allo and Alexa, to name a few!! Referring to various insights, as we all know, bots can be used anywhere – either internally in the organization as well as being used as a:

  • HR Bot
  • Help Desk Bot
  • Feedback bot
  • Employee life cycle bot
  • Recruitment bot
  • Appointment bot
  • Sales bot to name a few…

The most important bot that has been gaining momentum and, is steadily on the rise is the Feedback Bot / Customer Service Bot. In most instances generally, users either mail or call the customer care team with certain queries pertaining to some features of the site, placing an order or asking for their status updates. Looking at the time spent here and there, and then waiting for it becomes a nuisance after some time, leading to chaos.

How Chatbots can enhance the customer service / feedback process

In marketing, the belief that chatbots and AI are the new things going to change marketing field. Many marketers believe artificial intelligence chatbot is revolutionizing business by providing better customer service, keeping customers engaged after sales, and adding personality to a company’s brand.

Just imagine what if you had the entire info at one go. With the help of a Chat bot to talk to your customers, which has all the basic FAQs and any additional information that might be needed into your chatbots. So when the customer keys in the query, it answers the customer much similar fashion as a customer service personnel would have responded. This makes the work easy for the customer and saves the time and effort of your customer care team. The rise of chatbots has improved the entire communication channel between businesses and brands. While customers leverage self-help, businesses can build stronger relationships and increase sales.

Quick customer response

At times, there are several customers, who try and connect at the same time. So, it becomes all the more necessary to have a big team to handle the queries. If you have a chatbot interface, then instead of waiting for a long time in the queue, the customer’s questions can be answered immediately. Whenever there is a real need to redirect someone to a customer service personnel, the chatbot could then relay the conversation or handle the situation if it calls for a straightforward solution.

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Collect and analyze customer information

Chat bot AI can quickly gather the info and then process all required customer related information.
The collected user information as well as the purchase history could immediately be linked and analysed to interact with the customer and suggest suitable recommendations. This can channelize the sales & get the business going.

Being available 24/7 for customers

Every business gives equal importance to the customers, by being continuous available. But, with chatbots on the go, you can be rest assured about a 24/7 service and that too handling on a mass scale.

Do you think you need chatbot AI services? Contact CAWI™ is the best AI chatbot development company to get best chatbot services, please feel free to reach us at info@cawi.ai