On any reputable website, one will find a chatbot to help the users. While interacting with the chatbot, the user engages themselves with a simulated human conversation instead of talking to a real human being.
A chatbot is a computer program or software that has the power to simulate human conversation both textual and voice conversation. The use of chatbots is extremely prevalent, especially in B2C and BCB websites.
Chatbot assistants on the website have many benefits like it reduces overhead costs of the company and providing support to the staff to handle the customer care service in a better way.
How Does Artificial Intelligence in Chatbots Work?
Chatbot uses Natural Language Processing NLP to function. NLP is a branch of artificial intelligence that powers the computer to understand both text and spoken words in a manner how human beings function.
Before understanding how chatbots work, it is important to know the three different types of chatbots. The different types of chatbots are rule-based chatbots, intellectual independent chatbots and AI-powered chatbots.
The rule-based chatbots are the simplest type of chatbots which give the users pre-defined options. Such chatbots are commonly visible in WhatsApp.
While engaging in such chatbots on WhatsApp, it is important to have a WhatsApp business account where the logo of the company serves as WhatsApp DP.
Also, WhatsApp Status can be used to keep the users updated about the products and services of the business. For such chatbots to function, the user needs to select one of the predefined options and on the basis of the option chosen by the user, the chatbot provides the solutions to the users.
These chatbots are particularly important to give frequently asked questions that many a time do not require actual human assistance. However, if the customer requires additional assistance, these chatbots are not quite helpful.
The second type of chatbot is an intellectually independent chatbot. These chatbots use machine learning to understand the inputs and requests of the users.
Machine learning gives the computer the ability to become powerful enough to teach itself from the data, recognize patterns and answer the queries of the customer without much human interference.
These chatbots are trained to identify specific keywords and phrases which then trigger the response of the chatbot. With more and more questions from the users, these chatbots train themselves to solve the queries of the customer.
For example, in such functioning chatbots, if the user types a problem such as, “I want to know the ETA of the order”. The bot will pick words such as, “ETA” and “Order”. By identifying these keywords, the chatbot gives predefined answers to the phrases.
The third type of chatbot is the AI-powered chatbot which is basically a combination of both the rule-based and intellectually independent chatbots.
These are the most powerful type of chatbot that simulates human intelligence. The artificial intelligence in such a chatbot is powerful enough to create an intelligent machine that has the ability to think like a woman.
The AI-powered chatbot is intelligent enough to understand free language. They do not need any predefined phrases to solve the queries of the users.
They are designed to understand both the preference of the user and understand the context of the conversation. On the basis of the requirement of the user, they can change the flow of the conversation.
To function in this way, they use machine learning, Natural Language Processing and AI to meet the requirements of the users.
These chatbots function by following different steps. In the very first step, the chatbot split the sentence written by the users in different parts which are also termed tokens.
Secondly, it divides the words used in the sentence in part of speech by identifying the words as adjectives, nouns and verbs, to name a few.
In the third step, the sentence is shortened only to contain the important words to produce a basic phrase. In the fourth step, the named entity is recognized by the chatbot.
In the final step, the chatbot engages in sentiment analysis to identify the mood of the user, which is extremely important to give better customer service to the user.
There are many benefits of using chatbots. For instance, it allows the business to handle multiple conversations in one. It saves both time and money for the company. The most important benefit of the chatbot is that it improves the customer engagement of the user.