Chatbot or bot – is a computer program that simulates a natural human conversation. Users communicate with a chatbot via the chat interface or by voice, like how they would talk to a real person.
There are three main types of chat-bots:
This is the simplest type of chatbots today. People interact with these bots by clicking on buttons and using pre-defined options. To give relevant answers these chatbots require people to make a few selections. As a result, these bots have longer user journey, and they are the slowest to guide the customer to their goal.
Intellectually independent chatbots
Intellectually independent chatbots are trained to understand specific keywords and phrases that trigger bot’s reply. With the time they train themselves to understand more and more questions. You can say they learn and train from experience.
For example, you write to a chatbot: “I have a problem with logging into my account”. The bot would understand the words “problem” “logging” “account” and would provide a pre-defined answer based on these phrases.
AI- powered chatbots
AI-powered chatbots understand free language, but also have a predefined flow to make sure they solve user’s problem. They can remember the context of the conversation and the user’s preferences. These chatbots can jump from one point of conversation scenario to another when needed and address random user request at any moment.
These chatbots use Machine Learning, AI and Natural Language Processing (NLP) to understand people.