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What is a Chatbot?

Jitha Sanal
Dec 29, 2017 10:35:00 AM

Derived from “chat robot”, “chat-bots” allow for highly engaging, conversational experiences, through voice and text, that can be customized and used on mobile devices, web browsers, and on popular chat platforms such as Facebook Messenger, or Slack. With the advent of deep learning technologies such as text-to-speech, automatic speech recognition, and natural language processing, chat-bots that simulate human conversation and dialogue can now be found in call center and customer service workflows, DevOps management, and as personal assistants.

Benefits Of A Chat-bot

Efficiency Through Automation

Chat-bots can combine the steps of complex processes to streamline and automate common and repetitive tasks through a few simple voice or text requests, reducing execution time and improving business efficiencies.

Flexibility

Chat-bots can be built to respond to either voice or text in the language native to the user. You can embed customized chat-bots in everyday workflows, to engage with your employee workforce or consumer engagements.

Broader Customer Engagement

A winning customer experience can be a significant differentiated for a business. Chat-bots can be deployed into the channels that your customers and prospects are already engaged, like Facebook Messenger, so you can reach them in familiar environments to respond to their requests faster and meet their expectations.

Common Chat-bot Use Cases

Enterprise Productivity

Chat-bots can be integrated with enterprise back end systems such as a CRM, inventory management program, or HR system. Chat-bots can be built to check sales numbers, marketing performance, inventory status, or perform employee on-boarding.

Personal Assistants

Chat-bots can simplify and expedite the process of everyday personal activities such as ordering new shoes or groceries, booking medical appointments, or making travel reservations, from your mobile device, browser or favorite chat platform.

Call Center Applications

Using a chat-bot in a call center application, your customers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without the need to speak to an agent. Chat-bots maintain context and manage the dialogue, dynamically adjusting responses based on the conversation.

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