Chatbots – Transforming The Conversation Of Human-Computer

May, 2018

Chatbots are gaining a lot of interest among organizations. It has become a trending topic in the ICT domain. But before investing in this advanced intelligence technology, it is imperative to understand whether the clients really need a chatbot for its users or not.

What are chatbots?

Chatbots are helpful tools which replace human managed chat platforms and automate the whole conversation. The best way to build a chatbot design is to understand the thinking process of the users. The users would expect a human behaviour through the chatbots.

The addition of humour and sarcasm improves the interaction between humans and chatbots. Also, it is important to define the limits of the chatbots. There are instances when the system is unable to understand the queries of the users and consequently cannot respond as anticipated. The usage of single words may often lead to a dilemma whether it’s a place, food or item. The chatbots should not be designed to circle around one topic.

The users are supposed to expect the chatbots to predict and serve related data to the users. The chatbots should maintain the related nodes. Too many related nodes would become difficult to manage the context-dependent behaviour. Slowing down of responses is essential as people are less likely to be keen on too fast chatbot responses. User tests are essential before the launch of the product.

How are chatbots connected to the current market scenario?

The current IT scenario is changing rapidly, and it is not more about clicking buttons to start interacting with the computer. It’s a whole new customer experience and the developers are looking to fine tune the products with various user tests to identify the critical areas to enhance customer engagement and experience. Good conversation script for chatbots can get very complex and test-based approach is considered the best to identify the confusion of the bot and build the modified chatbot. Feedback is essential to get inputs from users on whether the chatbot conversation was helpful or the chatbot was not helpful at all. The chatbots should also be designed to detect the frustration of the users when they do not get an appropriate response. In such cases, the chatbots are required to redirect irate customers to the support executive to resolve the issue. The increase of chatbot implementation is largely because organizations are looking to provide personalized and customized information for the users without a long wait time. Natural Language Processing (NLP) is expected to provide better understanding of language and context for the chatbots. The application of Artificial Intelligence (AI) in the chatbots is a highly talked about topic among major software vendors and we can estimate a decent growth in chatbot adoption with focus on better search and conversation between the humans and computers to enhance customer satisfaction.

- Swarup
ICT Market Research Analyst
Infoholic Research