Chatbots are Artificial Intelligence (AI) software designed to simulate a conversation with a live user. This can be over text or phone. This is mainly for customer service portals. Additionally, it can be used for applications where software optimized to the company’s services and troubleshooting manual can help solve customer problems. The concept behind this stems from a basic Question Answering system. It utilizes Natural Language Programming (NLP) to evolve into a chatbot.
As shown above, a chatbot goes through two core processes when a question is asked, until it delivers the solution. The first is user request analysis, where the AI processes the problem and finds a solution. The second step is returning the response to formulate the solution in a language that any user/customer can easily understand and apply.
The benefits of integrating a chatbot into the customer interface of your website or application, or social media page are numerous. They can be trained to respond to queries post-purchase. Additionally, they can be optimized to be virtual tour guides of sorts. This allows for increased engagement of visitors and potential customers. Meanwhile keeping customer service costs lower than average.
The advantage AI chatbots have over traditional chatbots is that multiple bots need to be installed simultaneously. Also, they each need to be linked to a specific goal. They have pre-programmed language triggers that generate a response from the bot that was activated.
Any deviation from the pre-set script will generate an inconclusive response and require a human representative to take control. With AI bots, they are designed to make conversation like humans, and so their processes also work like a human brain. They learn with time and can respond to any queries despite their pre-programmed trigger code not being mentioned.
One drawback of integrating AI into your customer service experience is the training it requires. Like a real person, it is prone to mistakes initially but tends to improve over time. However, unlike a singular representative, the AI becomes part of the overarching system’s user interface. Hence the AI making a mistake can be more costly to the firm and can provide for a shabby user experience at first.
One example is identifying spare parts that have no serial number or barcode printed on them. The prototype was built and had successful test runs. Since then core functionality of the prototype has been transformed into an open-source sample code to help you get a head start in your projects and build your own intellectual property around them.
Many more CHATBOTS applications could be used as examples: for internal purposes to request vacations for employees and verify days available or for customer service to know if the company actually sold a specific model and serial number.
Contact Consultare to discuss your next ChatBot development integrated to SAP Business One.