There are two types. This is to avoid confusion. The first is the 'traditional bot that operates on the basis of preprogrammed rules. So if a question is asked of this chatbot which is not preprogrammed.

Two types

To avoid confusion To avoid confusion, there are two kinds of chatbots. The first is the 'traditional' bot, which works on the basis of preprogrammed rules. Chatbots aren't able to answer questions that aren't preprogrammed. The other type of chatbot is the learning, intelligent chatbots that are based upon AI or Machine Learning. This second type of chatbots is growing in strength and has potential.

The 'human touch'

Chatting with a bot is not suitable for all. Chatbots are currently being discussed as whether they can replace the human touch. This is why chatbots are a topic to discuss in the context of the 'Turing test'. This test proves the possibility that a machine like chatbots are able to mimic human intelligence. Does chatbot technology move in this direction?

There isn't a definitive answer to that question for moment. But there are already functionalities that could bring Artificial Intelligence Chatbot closer to the human touch regarding customer interaction especially when combined with AI or machine learning. Three aspects which show that chatbots can make customer interactions stronger:

Standard questions and speed

Customer service representatives spend a great deal of time responding to questions. These tasks can be taken by chatbots. ING now allows customers to get help right away if their bank card is not working abroad. This takes much longer through the helpdesk. Chatbots allow customer service to focus more on difficult issues or questions. This means they can pay more attention to the human touch when it's needed.

Sometimes, you'd prefer to have a service desk worker close to you when you're performing a complicated job for your company. This is feasible by using Artificial Intelligence Chatbot. The chatbot at Eneco helps customers submit readings for their meters. Customers can upload their readings on the same chat screen and get answers to any queries. This makes a complicated assignment much simpler.

Evaluation of mood and recognition of language

While this technology is in its early stages and machine learning and AI are helping chatbots discern language and to better discern moods of people, it is becoming more popular. The technology behind this is already in use in large numbers. Developers can make use of this intelligence through allowing their programs to tap into services from large players who are creating the technology and making it accessible through companies like Google or Microsoft. This way these emerging technologies are already integrated. Human-to-human interaction is becoming more and more feasible.

Software 'Talking'

Another method by which chatbots provide the human touch is at an instance in which no human beings would normally be involved. There is a way to get involved in a conversation with software via a chatbot. If a user is in need of assistance, this is very useful. It is simpler to get help and directions for setting up new systems as opposed to navigating through a help menu. This is particularly helpful for users who aren't frequent users.

A chatbot, as it is called is more than an answering machine. It is also employed with AI as well as machine learning. The technology is providing many possibilities in this area. In the discussion about chatbots, it's probably better not to think in extremes. If chatbots can't give the solution humans at the service desk can step in. It is not about either/or but both can work together. Chatbots can improve customer service by allowing human beings and machines to collaborate.

Posted by: CayleesGreene at 10:47 AM | No Comments | Add Comment
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