A chatbot is a computer program designed to simulate conversations with human users. A simple chatbot matches user questions with predefined answers, whereas an advanced chatbot uses artificial intelligence to expand its knowledge and capabilities over time as it interacts with users. A chatbot is often described as one of the most advanced and promising expressions of interaction between humans and machines. More importantly, it can influence a customer relationship by responding to requests faster while meeting expectations.
How do chatbots interact?
Chatbots use natural language processing, or NLP, to interpret human language and communicate in a conversational manner. Examples of NLP can be found in Google search and Google translate, voice assistants, and SMS predictive text.
Driven by the promise of intelligent round-the-clock digital support, more companies are using them to engage with customers alongside the now-classic channels of phone, email, and social media. A recent study found that 53% of service organizations expect to use chatbots within 18 months — a 136% growth rate that foreshadows a big role for the technology in the near future. With the growing popularity of smart automation and bots, more and more businesses are interested in developing a chatbot of their own.