Everything you need to know about BOTS

Everything you need to know about Bots

                                                                                          Source: Google

What are bots?

Bot is a computer program that simulates a natural human conversation. Users communicate with a chatbot via the chat interface or by voice, like how they would talk to a real person. Chatbots interpret and process user’s words or phrases and give an instant pre-set answer. They inhabit platforms like – FB Messenger, Whatsapp, Skype, Slack, Line, Kik, Wechat or even your website.

There are three main types of chatbots:

Rule-based chatbots

This is the simplest type of chatbots today. People interact with these bots by clicking on buttons and using pre-defined options. To give relevant answers these chatbots require people to make a few selections. As a result, these bots have longer user journey, and they are the slowest to guide the customer to their goal. These bots are great when it comes to qualifying your leads. The chatbot – asks questions, and people answer them with buttons. The bot analyzes collected data and gives a reply. But, for more advanced scenarios with many conditions or factors, these chatbots aren’t always the best solution.

Intellectually independent chatbots

These bots use Machine Learning (ML) which helps the chatbot learn from user’s inputs and requests. Intellectually independent chatbots are trained to understand specific keywords and phrases that trigger bot’s reply. With the time they train themselves to understand more and more questions. You can say they learn and train from experience.

For example, you write to a chatbot: “I have a problem with logging into my account”. The bot would understand the words “problem” “logging” “account” and would provide a pre-defined answer based on these phrases.

AI- powered chatbots

AI-powered bots combine the best from Rule-based and Intellectually independent. AI-powered chatbots understand free language, but also have a predefined flow to make sure they solve user’s problem. They can remember the context of the conversation and the user’s preferences. These chatbots can jump from one point of conversation scenario to another when needed and address random user request at any moment.These chatbots use Machine Learning, AI and Natural Language Processing (NLP) to understand people.

 

 

NLP is the ability of the computer to understand and analyze human speech, find the right response and reply in understandable for a human language.

The goal of NLP is to make the interaction between computers and humans feel like communication between two people. With the help of NLP people can freely interact with chatbots asking a question.

How does NLP in chatbots work?

NLP involves 2 processes: Natural Language Understanding (NLU) and Natural Language Generation (NLG).NLU is the ability of the chatbot to understand a human. It is the process of converting text into structured data for a machine to understand.NLG transforms structured data into text.

Imagine, a user writes to a chatbot “What is the weather in India today?”. To give a reply chatbot breaks down the sentence into Intents and Entities.

An intent is an action or a request the user wants to perform or information he wants to get.

An entity is a detail that compliments the Intent. It can be a location, date, color, size, flavor, etc.

So, using the same example the Intent here would be “Weather”. The entities would be “India" and “today".

How do chatbots look from a user side?

Instead of regular UX chatbots have Conversational User Interface (CUI).CUI is communication with technology through text or voice conversation. CUI enables people to interact with machines in an understandable human language. Using the right CUI, a business can effortlessly guide its customers to the desired goal, provide them with assistance and even keep communicating with the person for future marketing campaigns.

A chatbot can be a friend to clients providing them with assistance and helpful advice need. It can be as different as you wish – serious and formal, witty and adventurous or careful and professional. It’s up to you to choose your chatbot personality.Thanks to Conversational UI, your clients may communicate with your business in a simple and natural way leading to the ultimate customer experience.

Conclusion

In the end Chatbots are computer programs that simulate human communication. There are 3 main types of chatbots: rule-based, intellectually independent and AI-powered bots. Based on the type, bots use AI, ML and NLP mechanisms. Today, the number of chatbots on Facebook keeps growing, and more and more brands are starting to understand the main business benefits of chatbots.

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