Different types of Chat bots
I am going to break Chatbots, Automation in FMCG into multiple sections using 5WH framework. and here is the 2/n article.
Chatbots are primarily of 4 types in my understanding and one is not always better than the other. We need to consider many other factors when devising a solution based on chat bots. Formula for Maths lover out there- (Utility of chatbot = Reduction in nonvalue added activity+ increased user Delight+ Value added). Let us have a look at types of chatbots:
1) Simple Rule based chat bots: These are simplistic chat bots that have fixed answer to a bucket of questions. These are faster to develop and many platforms provide a off-the-shelf/ direct way to convert a FAQ document into chatbot. eg. Hypothetical chatbot named Mitra on how to use Comfort fabric conditioner. After this MVP is ready, we can start adding more value added features to the chat bot to make the solution more meaningful.
2) Contextual: Here the chatbot understands the immediate chat history and responds accordingly bringing in more personalization. eg- while talking about comfort user may at last ask to "Raise a ticket for product defect". This has missing values- product and defect; but still based on the session history, chatbot Mitra knows it is about comfort and broken cap.
We need to know about Robotic Process Automation (RPAs) to perform this task of raising a support ticket in the backend but that is for another article)
3) AI driven: in above two cases, coders are defining the response based on fixed business rules. What if there is a way of using existing historical data? Can the bot confirm back intent when not sure? Can bot give personalized responses? Welcome to world of AI powered bots which fastbacks training, personalizes messages and can improve upon itself basis user feedback. eg. Our loved chatbot Mitra can greet this revisiting customer in their native language or detecting and alert in backend for repeat offender for fraudulent refunds.
This technology is still evolving and many businesses do not like the uncertainty that comes with self learning AIs. Have a look at this article to understand AI bots and its utility
#FACEBOOK RESEARCHERS SHUT DOWN AI BOTS THAT STARTED SPEAKING IN A LANGUAGE UNINTELLIGIBLE TO HUMANS , AUG 01, 2017
long story short- "Researchers?realized they hadn't incentivized the bots?to stick to rules of English, so what resulted was seemingly nonsensical dialogue." clearly highlights the limitations new AI powered tech.
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4) Human assisted: One of the most sophisticated bots are the ones who know when to transfer control to a human who can assist the approaching customer faster and more efficiently. One of my favorite is #swiggy chat bot. In case you have never encountered one, these types of bots provide a terminal to Human assistant who can multitask, choose from AI suggested options, review history of the customer and other relevant information to provide a swift and personalized solution thus increasing efficiency of Human agents. eg. Comfort chatbot refunding a amount of Rs 50 as a token apology for a defective product once verified by human agent.
Knowing all the options available, which one you are going to try out next?
End Notes
RPA is a form of business process automation technology that uses software robots to automate tasks performed by humans. Robotic process automation (RPA), also known as software robotics, uses?automation ?technologies to mimic back-office tasks of human workers, such as extracting data, filling in forms, moving files, et cetera
Relevance: author is a computer science graduate and has 2 years of development experience as a software engineer along with implementation experience of 3 chatbots for Hindustan Unilever
Disclaimer: This is my opinion basis my experience and doesn't reflect thoughts of others such as my employer.