Synchronized with the trends: being available on messaging platforms
By definition, a chat bot is a software application used to conduct an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent. Chat bots are normally used in dialog systems in various businesses including customer service, request routing, or to gather user information. While some chat bot applications use wide-ranging complex communication processes, Natural Language processors, others simply scan for general keywords and generate responses using common phrases obtained from the database.
These are single purpose platforms that focus on execution of one function. With the help of pre-stored skillset, they produce automated but conversational responses to user inquiries. Task-oriented chat bots can handle common questions, such as enquiries about hours of business or simple transactions that don’t involve a variety of variables. These are currently the most commonly used chat bots.
These are conversational chat bots that are often referred as virtual assistants or digital assistants. These chat bots are much more sophisticated, interactive, and personalized than task-oriented chat bots. These chat bots leverage natural-language processing (NLP) and apply analytical intelligence to support personalization communication based on user profiles and past user behavior. Digital assistants can learn a user’s preferences over time, provide recommendations, and even anticipate needs.
On the commercial side, chat bots are frequently used as customer contact hub to manage incoming communications and direct customers to the suitable target. They’re also often used for in-house communication purposes, such as onboarding new employees and helping all employees with routine activities such as training, routine scheduling, business supplies and other self-service activities that don’t require human intervention.
On the customer side, chat bots are performing a variety of customer services, ranging from ordering event tickets to reserving and checking into hotels etc. Chat bots are also frequently used to execute routine customer activities within the banking, retail and FMCG sectors. Here is a list of 5 industries we believe can achieve the best possible results by implementing the Chat bot technology: