What is Chatbot? Why?

What is most important to the Organizations and Individuals building software today?

  • Automation,
  • Intelligence,
  • Security,
  • Customer Service, and
  • much more.

Artificial Intelligence plays role in each of the top four items in the above list. Even today a lot of these operations are depending on some sort of human interactions in most of the organizations.

Most of the important thing for organizations is Customer Service and represented very well in this image.

Small to Medium organizations can still offer Business hour support from Monday to Friday between 8 AM to 5 PM depending on if you find available agent during that time frame. Even with Human interactions customer satisfaction is very hard to achieve due to time-consuming processes and miscommunications. Organizations can barely touch the effectiveness of 60–70% of Accuracy even with human-based customer services.

This is where Artificial Intelligence revolutionizing the industry with the Rise of chatbots. According to numerous researches, chatbots can bring 90% of accuracy in solving user problems without human interactions.

According to Gartner analyst Daryl C. Plummer number one prediction for the year of 2018 and beyond is:

1. By 2021, early adopter brands that redesign their websites to support visual- and voice- search will increase digital commerce revenue by 30%.

2. By 2021, more than 50% of enterprises spend more per annum on bots and chatbot creation than traditional mobile app development.

3. In 2020, AI becomes a positive net job motivator; creating 2.3M jobs while only eliminating 1.8M jobs.

4. By 2020, IoT technology will be in 95% of electronics for new product designs.

This above four predictions mentioned above are displayed in the highlighted section in below image.

Everyone pretty much at this point have used one of this Omnipresent in some form. Omnipresent is nothing but Artificial Intelligence-based Chatbots. These are some well-known Companies who offer solutions like Siri, Alexa, Cortana, Watson, etc..

Technology now heavily relied on Mobile, and Voice-Enabled devices and some sort of chat-based messing solutions.

What is Chatbot?

A chatbot is an artificially intelligent software program that uses natural language processing to hold a human-like conversation with end-users.

Why build a Chatbot?

Key benefits displayed in below image

Types of Chatbots:

  • Informational Bots
  • Application Bots
  • Productivity Bots

Use Cases:

  • Customer/Help-Desk Service
  • Call Center
  • Marketing
  • Sales
  • Workflow
  • Web Navigator
  • Knowledge Base
  • Much More.

Conversational Interfaces are what serves the purpose of customer experience in a different way.

Why Conversational UI?

Checkout ThoughtWorks recent article to understand why conversational UI ? and why now?

There are two types of main Conversational Interfaces:

  1. Voice-based Conversational Interfaces
  2. Chat-based Conversational Interfaces
  • Voice-based Conversational Interfaces like Siri, Alexa, Cortana and many more. There are plenty of devices are coming into this space every day. e.g.: Siri in Apple Devices, Alexa devices, Cortana for your Microsoft devices.
  • Chat-based Conversational Interfaces are becoming most favorite to promote brand and awareness. Also, Registration for events or booking flights, hotel rooms, and cars are very favorite use case these data for Chat based Conversational Interface.Service Provider leaders like Amazon Web Services (AWS), Google, Microsoft, IBM have made life so much easier for application developers to build this type of ChatBots in a matter of minutes and hours.

    Some very well know platforms out of thousands are:

    • Amazon Web Services — LEX
    • Google — DialogFlow (previously known as api.ai)
    • Microsoft — Azure Bot Service
    • Plenty more out there…

      Digital Marketing For Chatbots:

      • Video to convey the chatbot functionality and it’s purpose to your users
      • How to get people to use it?
      • Live Webinars
      • Demo/Promotion at Conferences

 

SOURCE

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