• To comment on a term, or suggest a new term, send a email to the Team

A chatbot is a conversational software solution that can mimic human-like conversation through text or voice. Chatbots are becoming a new norm in the office space to assist agents internally and assist customers externally. These conversational bots can be programmed as such to enable problem-solving as well. For example, chatbots can help customers with easy-to-find information, verification, a status update on different things and also gather feedback. In another scenario, chatbots can also route in an agent when a task is beyond its immediate scope.

Chatbots are AI-driven technology. It means it runs with different engines incorporated in it to either detect voice or chat, to comprehend what the end-user is saying. With deep learning capacity, the bot can tap into pre-learned information and use it to its advantage in creating a personalized interaction.

Chatbots are basically of two kinds. One is scripted or rule-based, while the other is modern and conversational. The conversational bots use deep learning and NLP engines. Deep learning is a part of the science of machine learning, where the bot improves itself as it encounters newer information.

Now, the Rule-Based bots have little to no concept of learning newer information, and functions on previously taught data. This makes it perform predefined tasks with no room for personalization. It will address every user as if they are new to the platform.

On the other hand, Conversational chatbots will always leverage its historic data, with its machine learning capability. It will acquire information and learn how to improve itself in doing the same task over and over again. This improves the quality of conversation every time, with an added hint of personalization. Conversational AI is indeed a landmark in the customer support industry and can be leveraged to create a meaningful experience, filled with convenience.