A chatbot is an Artificial Intelligence (AI) software designed to simulate a conversation with a live user over text, or on the phone. This is mostly for customer service portals or applications where a 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 that utilizes Natural Language Programming (NLP) to evolve into a chatbot.
As shown above, a chatbot goes through two core processes from the time a question is asked till when 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 where it formulates 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. Not only can they be trained to respond to queries post-purchase but they can also be optimized to be a virtual tour guide of sorts. This allows for increased engagement of visitors and potential customers while keeping customer services costs lower than average.
The advantage AI chatbots have over traditional chatbots is that for the latter multiple bots need to be installed at the same location, each 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 will 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 sort of queries despite its 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 user interface, the overarching system. Hence the AI making a mistake can be more costly to the firm and can provide for shabby user experience at first.
One example is: The problem of identifying of spare parts that has 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 it.
There are many more CHATBOTS applications that could be used as examples: for internal purposes to request vacations for employees and do the verification of days available, or for customer service to know if a specific model and serial number was actually sold by the company.
Contact Consultare to discuss your next ChatBot development integrated to SAP Business One.