Understanding Chat Bot

'Online Chat' has been in use for a long time. In the 90's, it provided an easy and affordable way of communication for users located far away from each other. With time, 'Chat' became an important tool for 'sales' and 'customer support' online. This involved actual persons chatting with clients and prospects.

With the advent of AI, this 'Chat' has become 'Chat Bot' to support clients and prospects. Rather than persons, a 'Chat Bot' is an intelligent set of programs that interacts with users, in almost a natural language just as the way a normal person would do. The programs are configured in a way to find information from disparate sources and advances in AI enable them learn, based on experience.

When Chat Bot is good for you?

There is a lot of hype and possibly in future, Chat Bot may do everything. At this point in time however, a chat bot is good when your organisation (business, charity, education, Government etc.) receives a lot of similar type of queries. The queries however may vastly differ and may be made in several different ways. A chat bot will be able to manage them through the three main components listed below.

Three Main Components of Chat Bot

A Chat Bot has three main components that are 'configured', 'customised' and appropriately programmed to provide a smooth experience. These components are:

1. Natural Language Processing (NLP): Chat Bot scores over messaging platforms and apps in the sense that it can process what we call is - 'Natural Language Processing (NLP)'. It makes Chat Bot converse in human language, that may differ from a user to another.
2. Artificial Intelligence (AI): AI focuses on 'intent detection' i.e. what the user is looking for. To do so, it makes use of its inherent AI capability and NLP to understand what is the intent. Initially, we programme AI on thoroughly researched use cases. Then, we improve upon them and side by side, AI self learning takes over. This would close most queries and remaining queries are escalated for manual intervention with details.
3. Integrating Data Sources: To make appropriate responses, the Chat Bot must have access to required information e.g. it may be required to obtain customer data or verify client credentials. It may be required to take action e.g. sending emails or a conversation summary. The data integration capabilities are usually available through 'integration exchanges or engines' from vendors. Some of these integrations may be 'custom written'.

Implementing Chat Bot

Envision IT offers implementation of Chat Bots using either Microsoft or Oracle technologies. If you are considering a chat bot, just contact Steve 0425 732 510 or email steve@envisionit.com.au for further conversation on:

1. how chat bot can assist you
2. what all a chat bot implementation involves e.g. cost and time
3. its efficacy for your business e.g. return on investment, edge over competition