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 chatbot development is 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 chat bot to your business to enhance customer services. To get to know more about us reach www.cawi.ai or info@cawi.ai

What are the topmost reasons for which chat bots are known as the future of customer service

The ability and intelligence of man to recognize the context and the content of the communication is always the core of any communication or conversation which he initiates. The same is now replicated through the help of the machines, thanks to Artificial Intelligence (AI) and machine Learning (ML).

These automated conversations are now at an all-time high as we have been seeing them making impact across every industry and sector. However, their biggest impact has been felt in the segment of customer service, which has completely transformed. Delivering assistance every time and, behaving like proper virtual assistants to improve business performance has been the core focus of AI enabled chat bots.

As we already are in the mid of 2019, let us take a look at the major reasons why chat bots shall be the will definitely be the future for the customer service:

Bots are where the customers are

The modern, open minded and well planned consumer can be seen everywhere. Be it’s the emails, text sms, alerts, notifications, reminders, social media platform chat forums, etc, chat bots are omnipresent to on numerous platforms to offer a great comprehensive interactive experience. Recent example is one of the leading fast food chain which allows the customers to deliver the food through online platforms, be it FaceBook, Twitter etc.

Enabling more personalized Interactivity

The bots are now more improved thanks to the deep penetration of NLP and, it’s improvements in the to make it more human like conversations. These improvements have enabled the technology to have more human like conversations. They can even be personalized according to the organization which uses it as their specific brands.

Handling more queries

Businesses or enterprises at large have more experience towards handling more queries or handling more volumes through human agents also known as chat bots require funds for training and, resource allocation purposes. Through the same, a uniform engagement experience is delivered.

Handling massive enquiries

Chat bots are now increasingly becoming more creative, they are able to take on the a lot of tasks and, perform multi- tasking which will help their enterprise by to enhance the overall efficiency manifold. Chat bots through their algorithm based engagement mechanism is able to offer a personalized engagement experience to a customer, remembering details from past conversations on every platform while handling a massive volume of conversations simultaneously.

Helping to reach out giant number of inquiries

Chat bots are more than important for interacting with the voice base conversations. They are used to getting the benefits by bringing the Moving beyond the type based engagement mechanism of SMS, chat bots can also interact with customers through voice based conversations. Chat bots then can be used to reach out to first generation internet users, bringing the benefit of the internet to them without language acting as a hindrance. Even after enabling chat bots with different languages, one can be rest assured that the number of queries or enquiries generated will be helpful and more at ease. Since these bots are well planned thought of strategic born out of the AI & the IoT generation, this is expected to scale up to higher priced at a value to exceed more than 1billion$ by 2025. Customer service is one such segment which has already showed clear signs of growth post chat bot inclusion. The future promises much more prosperity. Cha tbots clearly, have moved on from being a fun tool for the retail industry to a real solution that guarantees stronger customer relationships.

How can CAWI™.AI help you:

Knowing that technology has always been innovating and, AI seems to be the new trend setter, we @CAWI™.AI have always been positive about embracing technology!

Also, knowing that it’s the era of bots CAWI™.AI is agile, ready –to –deploy bot framework which The CAWI™ Bots platform contains every single component, which is needed to build, train, deploy, & manage AI-rich, chat bots for users to engage in all communication channels.

Benefits of using CAWI™.AI:

  • Multi platform and scalable
  • 3rd party integration
  • Supporting in English language
  • Cloud or on premise
  • Complete intelligent dialogues
  • Robust security controls
  • Seamless upgrades and deployment
  • Enterprise capabilities
  • Voice to Speech recognition
  • Powerful bot analytics
  • NLP and ML
  • Integrated Bot Builder

Our chatbot platform CAWI™ offers enterprise-wide security, while maintaining your access controls and entitlements. With military grade encryption for data in transit and data at rest, along with multi-factor authentication, you can be rest assured about the data being secured, which is fully under your control.

For more info, on how CAWI™.AI can be of use to you, please feel free to reach us at info@cawi.ai

How is #AI transforming the real estate industry

The technologies have been emerging day on day basis and, with every growing day they are becoming stronger. Be it a small or a medium enterprise or a big established brand or for that matter a start-up as well, AI has been reaching new heights of success, already.

Whether its retail, aviation, pharma & healthcare, hospitality etc – AI is for all and vice versa. But the most important thing here is delivering a good customer experience, as we all know customer has always been the king and, hence offering a service is important to ensure that one’s customers get the best experience.

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With mostly all the sectors welcoming the technology and, paving new ways to digital transformation, this sector too has started adopting the changes as much as possible. Be it the property buyers, stake holders, owners, dealers / brokers, realtors from upcoming ones to reputed ones, al are looking forward for integrating AI into their existing infrastructure.

Commercial, as well as residential buildings, are becoming smarter with each passing day. To be precise, the real estate sector is transforming and taking giant strides towards development.

Let’s look quickly as to what AI can do

With the use of AI, one can completely get a digital transformation done. AI will help one leverage, by collecting info and turn them into rich real time info / data. Looking at what AI can actually be a boon in the real estate sector as following:

AI powered tools have the power to identify the external characteristics of a building. One can actually use AI to its fullest by getting real time stats of electricity consumption and, also identify temperature levels and energy consumption amounts, thus optimizing smart energy utilization to fullest.

Timely detection leads to effective and preventive disaster management in case of any faulty systems being operational or raw materials being used.

With the help of data analysis, interactive chat bots, and machine learning, property builders, developers, and buyers have loads of surprises in store.

1. Interactive bots

Bots when used for real estate sector can help in achieving a holistic 360* view of the entire architecture. Some of the leading real-estate companies have interactive and communicational bots who can help give a 360-degree view of a particular property. Potential clients can have human interaction with these bots, ask questions, and streamline their search according to the suggestions.

2. Effective data analysis

With Ai enabled bots on the go, the company will record the right amount of information about a building along with the scope for improvement. This in turn shall prove to be an excellent move in reducing tenant costs and ensuring optimal comfort for them.

3. Optimum security

Proper secured living is the key to a happy life. Every individual wants to stay secured & protected in their home and the security aspect of a building often proves to be a parameter for its sale-ability. With AI-enabled security systems, automated voice and facial recognition become quite easier.

4. Making recommendations

Whenever a new property buyer or a visitor would visit your site, you will have to provide the right information or suggestions that are useful to him. With AI-powered site management systems, you can identify the information that is useful to them and make valuable recommendations.

AI can influence purchase decisions and help a real estate establishment earn huge ROIs.

Chatbots – Trend setters for tech

With the technology changing around and leading to a complete transformation, AI has been the major forte of all. With the rapid advancements in the field of AI, it has now become much easier for the people at large to understand and embrace the same.

Well, coming to bots – we all refer them as a “chatter box”, or as automated bots which converse intelligently (yeah, referring to the technical intelligence which is AI) with the users responding to any query. 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, these are one of the most helpful tech around us. The use of AI powered bots today, has led to many new intelligent & smart ways of working. With bots around the corner, one can just not only be amazed, but also see what a marvelous job one is doing.

Time to say a big hello to Siri, Google Assistant, Cortana, Alexa, to name a few!! Knowing that these have paved ways for newer variations of bots to come, the technology sure has a lot to offer more than what can be seen.

Chatbots and AI have become household names and enterprises are taking notice. According to a recent Forrester survey, roughly “85% of customer interactions within an enterprise will be with software robots in five years’ time” and “87% of CEOs are looking to expand their AI workforce” using AI bots.

In an effort to drive increased labor efficiencies, reduce costs, and deliver better customer/employee experiences enterprises are quickly introducing AI, machine learning, and natural language understanding as core elements of their digital transformation strategy in 2018”

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 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

Tea & Tech Session – on AI & ML

It’s always good to take initiatives for any organization to grow. Not only to witness growth, but also rise & be abreast of the prevailing current tech trends. Keeping the same belief, Mobinius was glad to host the 1st ever Tech MeetUp, in association with Nasscom on 16th Feb, at our office. The discussion was focused on – “What a tech CEO needs to know about AI & ML being the most sorted dominant technologies.” It was in sync with the current technology fever of AI & ML gripping the entire IT industry by its flow!

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This meet up saw the presence of CEO’s from various organizations, well versed with the Artificial Intelligence & Machine Learning technology. The session started with a brief introduction of the distinguished members, post which the session began by a presentation on – Distinguishing AI & ML – simplifying the tech by Mr Harsha Jagadish, Tech Lead, Mobinius. He spoke about in length on what exactly is Artificial Intelligence and how is it different from Machine Learning. Also, he shed some light on what is ML and how can it be implemented by organizations at large, how it can be effectively used in various industries and verticals, along with citing the benefits of using the same. The session then continued with some discussion on this topic, with most of the speakers coming in cohesion and understanding that what they felt was AI, is actually ML!

Seriously, it was indeed an eye opening session for most of the people as the debate was still on whether has Machine Learning already made an impact or has it reached the stage for already being much higher and advanced than human intelligence! A fact that we all know and vouch for is that in the era of Elon Musk & Stephen Hawking debating about how AI / ML will become a threat for mankind at large, has already sparked the debate which continued in the session. Taking the same ahead, we also spoke on how ML can be a sigh of relief, when it comes to working on huge mammoth data and doing the needful.
Mr Abhijit Kumar Choudhary, CEO, Azureiken Technologies – shared information on what AI is and how companies are monetizing from these technology, AI being the catalyst to be a technology changer and what it has to offer to the tech industry etc..

Post this, the session had demo on respective chatbots – one presented by Mr Abhijit & obviously on CAWI™ – Conversations Automated With Intelligence. Both bots equally shared the limelight and also feedback on the same, covered the remaining part of the forum. Members from Nasscom, SEM Council and other members were equally satisfied with the discussion and also decided to continue with another session on this, since the time was a constraint.

In a nutshell, the entire tech meet was a fruitful one and also we look forward for creating more value driven synergies in the near future!