Almost all of us have encountered chatbots at some point, they help us access our bank accounts, return a pair of shoes, schedule appointments, or troubleshoot software. Chatbots are now integrating artificial intelligence (AI) to provide personalized service.
Discover the types of chatbots, how they work, and several examples of chatbots. You can also find courses on chatbot development at the end of this article if you want to learn more about chatbots.
Contents
What is a chatbot?
A chatbot is a program that simulates a human conversation, either written or spoken, through text. Chatbots now use conversational AI, such as natural language processing (NLP), to understand questions even if they are not grammatically correct and respond accordingly.
A chatbot may ask you a question or describe a problem, to which it responds by clarifying what you said or providing a solution. Some are simple, answering only the question asked. They learn information about you over time based on the data they collect, evolving to help you better.
How do chatbots work?
A chatbot processes collected data and learns from it using artificial intelligence (AI) or machine learning (ML), natural language processing (NLP), and rules defined by the developer. As a result, the chatbot is able to respond to all requests efficiently and accurately. In general, there are two kinds of chatbots: declarative and predictive.
Chatbot types
The type of chatbot depends on its capabilities. Predictive chatbots are more complex than declarative chatbots.
Declarative chatbots perform one function. When you ask a question to a chatbot, it generates automated responses using NLP, defined rules, and machine learning. A declarative chatbot, or task-oriented chatbot, is most commonly used in customer service and support to answer commonly-asked questions like what the store hours are and what item you’re returning. Compared to predictive chatbots, this type of chatbot is common, but its capabilities are limited.
Predictive chatbots are more sophisticated and personalized than declarative chatbots. Chatbots that are driven by AI and data are often considered conversational chatbots, or virtual agents. Through predictive analytics and intelligence, they utilize NLP and ML, along with natural language understanding (NLU). Their recommendations and needs can even be predicted over time.
Who builds chatbots?
The majority of chatbots are created by chatbot developers, but they aren’t built without the help of machine learning and AI engineers, as well as experts in natural language processing. The following are a few careers involved in building chatbots.
Chatbot developer:They create natural language processing, machine learning, and AI-based conversational experiences for users.
AI engineer: An AI engineer creates models, such as chatbots, using machine learning algorithms and deep learning neural networks.
NLP engineer: A NLP engineer uses AI and computer science to create programs that understand human language.
Examples of chatbot use cases
There are many ways in which chatbots can be useful. The following are a few common examples.
Engaging with a mobile app
A chatbot could be used when buying items or subscribing to a service in a mobile app. You may be able to pay directly from your bank instead of manually each month. A chatbot might help you fill out intake forms on your phone in a doctor’s office.
24/7 customer service support
A chatbot is commonly used when customers are having trouble logging into their accounts, or when they need help with a tool or system software (without calling customer service).
Personalized recommendations
AI chatbots like Alexa learn from data they collect, so you may ask one whether it is raining outside and it might give you personalized suggestions like setting an earlier alarm to account for traffic.
Build AI-powered chatbots with IBM
Learn how to create a chatbot without writing any code, and then customize your chatbot by specifying behavior and tone. Install the chatbot on a WordPress website and interact with it. Enroll in IBM’s 12-hour Building AI Powered Chatbots course to learn all this and more.
