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U2 lab™ - smart tech solutions / artificial intelligence (AI)
Chatbots
Implementation of company chatbot.
Chatbot configuration for customer assistance, FAQs, etc.
Chatbot update.
Chatbot monitoring.
Chatbot
A "chatbot" is a computer program that uses "artificial intelligence" (AI) and "natural language processing" (NLP) to understand customer questions and automate responses to those questions, simulating human conversation.
The AI chatbot is a conversational technology based on artificial intelligence capable of recognizing and responding to voice and text interactions.
When used in customer service, AI chatbot allows businesses to provide faster and more personalized responses.
Importance of Chatbots
Chatbots can make it easier for users to find the information they need by responding to their questions and requests, through text input, audio input, or both, without the need for human intervention.
Today, chatbot technology is practically ubiquitous (smart speakers in our home, messaging apps in the workplace, etc.).
The latest AI chatbots are often called “virtual assistants” or “virtual agents.”
They can use audio as input/output, such as Apple's Siri, Google Assistant, and Amazon Alexa, or interact with the user via SMS text messages.
Be that as it may, they allow you to ask questions about different needs in a conversational manner, and the chatbot can serve to refine the search through answers and follow-up questions.
How Chatbots Work
Historically, chatbots were text-based, and programmed to respond to a limited set of simple queries with answers that had been pre-written by the chatbot developers. They functioned as an interactive FAQ ("frequently asked questions") system, and although they worked well for those specific questions and answers on which they had been trained, they failed when presented with a complex question or one that had not been anticipated by the developers.
Over time, chatbots have integrated more rules and “natural language processing” so that end users can use them conversationally. In fact, the latest types of chatbots are capable of recognizing context, as well as learning as they are exposed to more human language.
Today's AI chatbots use "natural language understanding" (NLU) to determine user needs. They then use advanced AI tools to determine what the user is trying to get. These technologies rely on machine learning (ML) and deep learning (DL), elements of AI with some nuanced differences, to develop a more detailed knowledge base of questions and answers that are based on user interactions. This improves your ability to accurately anticipate user needs and respond correctly over time.
For example, if a user asks about the weather tomorrow, a traditional chatbot can clearly answer if it is going to rain. However, an AI chatbot could also ask the user if they want to set an alarm earlier to accommodate the longer morning commute (due to rain).
AI Chatbots vs. Virtual Agents
The terms "chatbot", "AI chatbot" and "virtual agent" are sometimes used interchangeably, and it is true that some chatbots now use complex algorithms to provide more detailed responses.
However, it is worth noting that the deep learning capabilities of AI chatbots allow interactions to become more precise over time, creating a network of responses through their interactions with people.
The more time an AI chatbot spends running, the more accurate its responses become.
Thus, an AI chatbot that uses deep learning can provide a more detailed and accurate response to a query, and especially to the intentions behind the query.
Common Uses of Chatbots
Customer service, resolution of doubts, FAQs, opening of tickets, etc.
Find local restaurants and give directions.
Define fields within financial forms and applications.
Get answers to questions about healthcare and scheduling appointments.
Receive general customer service assistance from a favorite brand.
Set a reminder to complete a task based on time or location.
Show real-time weather conditions and recommendations on how to dress.
Etc.
Advantages of Chatbots
Improvement of the relationship with clients.
Increased customer satisfaction.
Increased brand loyalty.
Increased operational efficiency.
Generation of sales opportunities.
Cost reduction.
Availability 24/7/365.
Strategy
Choose a solution that can achieve your immediate goals but does not limit future expansion. Why does a team want to have its own chatbot? How is this objective currently being addressed and what are the challenges that are generating the need to use a chatbot? How could other groups in your organization use this technology for their needs, such as agent assistance, HR support, internal IT, and even health benefits enrollment?
Understand the impact that AI has on the customer experience. Like many buzzwords, AI is talked about a lot, so it's a good idea to find out where and how it is used. It should be serving to understand what customers are trying to do and to make sense of the various ways they can express themselves, as well as to manage conversations in a natural and non-robotic way. The objective is to get the client the information they need without reaching a dead end. Without this, they would be nothing more than frequently asked questions.
Ask yourself what it takes to create, train and improve the chatbot over time. Despite all the excitement it generates, AI does not arrive knowing everything that is needed from it, therefore it is essential to have a good understanding of what intentions (goals) or predefined content is included ready for use and what is needed to generate more ourselves. Some chatbots offer the ability to use chat logs and historical transcripts to create these intents, saving time. Those using machine learning can also automatically adjust and improve responses over time.
Look for ways to connect, rather than replace, existing investments. Emerging channels or technologies often seem to replace established ones. Instead, they become just another means for an organization. A chatbot that connects to these channels and customer case systems can provide the best of both worlds: modernizing the customer experience and directing users to information more accurately so they can resolve their issues.
Determine if the chatbot meets deployment, scalability, and security requirements. Each organization and sector has its own unique requirements and compliance needs, so it is important that these criteria are clearly defined. Many chatbots are delivered through the cloud to leverage learnings and outcomes from conversations with other customers, so if you need an on-premises solution or a single-tenant environment, the list of available providers is much shorter. It is also important to understand if and how your data is used, as this may be relevant to highly regulated sectors.
Whether you are self-employed, an SME or a large company, at U2-LAB™ we help you with everything you need, at all times, from the beginning of the project to its completion and beyond, so that you have peace of mind and can dedicate yourself to what really matters: growing your business/company and offering your clients services of the highest quality, effective and efficient.
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