Imagine you ordered an item online and needed to return it. Typically, you would reach out to customer service or use the live chat feature. The representative on the other side will address your concerns, but are they always human? In many cases, customer service and live chat support are powered by chatbots. These virtual assistants can communicate, respond to queries, and provide relevant information. Chatbots are specifically designed to act as virtual assistants for businesses. As a leading mobile app development company, we recognize the significance of chatbots in the industry. In this post, we will explore AI chatbots, what they are, and how they function..
What Are Chatbots and Artificial Intelligence?
Chatbots are virtual agents or assistants for any brand. Known as chatterbots, IM Bots, intelligent Bots, AI conversion bots, talking bots, or Artificial conversation entities, chatbots are computer programs designed to mimic human conversation. They respond to user queries in text, audio, or both formats without disclosing their identity as virtual robots.
AI Techniques Used in Chatbots
There are two main techniques for developing chatbots: Custom and AI/NLP.
- Custom Chatbots: These follow scripted instructions with some limitations and are often used in website popups. They are designed to track visitors’ information and provide support like a chat expert. Custom chatbots follow a basic coding structure and simple architecture loop. Drag, install plugins, and basic chatbots are ready to use.
- AI or NLP-Based Chatbots: NLP stands for Natural Language Processing, bridging machine language and human language. AI, short for Artificial Intelligence, is popular and widely used in tech gadgets and personal assistants like AI chatbots. This advanced version of traditional chatbots provides a seamless experience where users do not recognize whether they are talking with a human or a chatbot. AI chatbots are used in personal virtual assistants like Alexa, Siri, Cortana, and Dragon.
How to Build Chatbots and Design Loop Structure
AI chatbots are the most advanced virtual assistants for your business, making them a valuable asset. To develop a sophisticated chatbot, follow the 3D method: Design, Develop, and Deploy.
- Design: Focus on trending chatbot designs and cartoon faces that capture attention.
- Develop: Choose a structure or question loop to perform script-based Q&A.
- Deploy: Place the chatbot in a preferred location, such as the bottom right corner of a website or on Facebook Messenger.
Chatbot Builder
Most companies use free or paid plugins for implementing chatbots. These can provide 24/7 live support on your website and social media platforms like Facebook Messenger, offering automatic and appropriate replies.
Benefits of Using Chatbots
- Simultaneous Communication: A chatbot can communicate with multiple users at once, unlike human assistants who can handle only two users simultaneously.
- Instant Replies: Chatbots provide instant responses, improving user experience.
- Reduced Bounce Rates: By engaging users, chatbots decrease website bounce rates.
- Easy Implementation: Develop once and use everywhere with simple code integration.
- Social Media Engagement: Enhance user interaction on platforms like Facebook Messenger.
- 24/7 Support: Provide live chat support even on weekends.
Disadvantages of Chatbots
- Limited Responses: Chatbots cannot answer queries not included in their coding script or AI structure.
- Audience Knowledge: Requires extensive knowledge of the target audience to improve user experience.
- Script Limitations: Follow predefined loops, which can bore users on repeated interactions.
Importance of Chatbots for Your Business
AI chatbots offer a remarkably authentic conversational experience, often indistinguishable from human agents. They save time and provide valuable customer service in B2B and B2C sectors. For e-commerce, chatbots can show product ratings and reviews. Many brands, like Starbucks, use chatbots to enhance customer satisfaction and streamline processes.
Top Brands Using Chatbots
- Pizza Hut
- Spotify
- Starbucks
- The Wall Street Journal
- Domino’s
- MasterCard
Difference Between Chatbots and Virtual Assistants
Chatbots and virtual assistants both use natural language processing and intelligence but serve different purposes. Chatbots are used in businesses to engage customers, solve issues, and track information, often following predefined loops. Virtual assistants, like Siri and Alexa, are for individual users, providing voice assistance and performing various tasks.
Top Brands Providing Virtual Assistants
- Amazon: Alexa
- Microsoft: Cortana
- Google: Google Assistant
- Apple: Siri
- Samsung: Bixby
- Nuance Communication: Dragon
Conclusion
Chatbots are incredibly useful and valuable in business, engaging and communicating with customers. With AI technology, chatbots become more productive and profitable. While improvements are still needed for accurate responses, creating your own chatbot can significantly enhance user engagement and attraction.
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