A Chatbot is a computer program that is designed to simulate a conversation with human users over the internet. The Chatbot, which is an automatic communication system, is an assistant that allows businesses to be closer to their customers by instant texting. The speed of these bots also helps to gain customer loyalty.
If we look at the way it works, Chatbots use a complex set of algorithms to interpret, describe, and understand what the user has asked. Thus, they can create an appropriate response. Some Chatbots give such realistic and smooth answers that you would not be able to decide whether you were talking to a software or a real person. However, no matter how advanced they are, they often cannot understand phrases that contain explicit expressions, such as slang and dialects.
So why would you use Chatbots?
Chatbots reach the information as quickly and fully as possible, they help users more easily. Users have fun with the answers they get from these bots. The development in Chatbots makes people curious. People want to discover and try out innovations. Chatbots also do not display a long list of information about a question. Automating the work save the users lots of time and energy by answering the question directly.
Chatbots can be divided into two groups, depending on how they are programmed: simple and smart ones.
Simple Chatbots work with the help of some preset keywords. It is needed to write the commands separately using fixed expressions and analyses. So, if the user does not use keywords, the bot cannot understand the questions. These bots are generally suitable for sites where the same questions are asked. E-commerce sites where users frequently ask the same things such as “when will the product be delivered?” or “what is the shipping charge?” are suitable for this type of bots.
Smart Chatbots, on the other hand, get support from artificial intelligence while answering the user. Instead of the previously prepared commands, the bot’s suggestions are evaluated. Also, all the information about people are recorded for further processing, and AI keeps developing itself for the next chat.
Let us look at some examples of Chatbots;
Washington Post: It is called WaPo, a developing Chatbot that is preparing to distribute the news, can search the news, talk to his readers and chat with them.
Sephore: It is one of the first Chatbots of Kik application. It conveys make-up to its users with videos and visuals. He even makes mini-quizzes to get to know his users and deliver more accurate predictions.
Lydia: The European alternative to Venmo, the popular P2P money transfer application, Lydia allows its users to transfer money to each other through the Slack bot.
Weather: The Weather Channel Chatbot in Kik can transmit the current status, forecasts up to 3-7 days, and can set up a daily weather alarm if you wish.
As the number of texting applications increases, Chatbots that try to imitate the human speech to perform some tasks in businesses are getting more and more demanded every day. Some Chatbots can already transfer money, call a taxi, arrange medical appointments, and check-in on your flights. Although the way they talk is a bit strange, short and sometimes incomprehensible, it is enough to save you a lot of time.
Thanks to online Chatbots, customer support services are available 24/7. In the upcoming years, it seems inevitable that customer interactions will be mostly provided by chatbots rather than real people.