People are talking a lot about Chatbots, and will soon be doing a chatting with one and the primary industry adopting this will be customer service. Chatbots will help people converse with computers in their native language via a computer interface. With the rise of messaging apps, the explosion of the app ecosystem, advancements in artificial intelligence (AI) and cognitive technologies, a fascination with conversational user interfaces and a wider reach of automation are driving the Chatbot trend. With the proper assessment of business rationale and implementation, there will be quick near-term results and longtime justification.
Chatbots will not masquerade as a human but will provide first and quick support – saving time and energy – for both the customer and service providers. These will heighten business outcomes and deliver superior experiences, and will continuously learn as they “chat” with humans, providing meaningful responses to any new queries and unique requirements over time.
An Understanding of Terminology Around Chatbot’s
Every person starts a chat with an intention. This could be anything like Check Order Status, Cancel Order, Return Item, Refund Status, etc. Based on an entry made by the user in the Chatbot, the engine will map that to a specific and discrete use case or unit of work. Above all are “use cases” that a Chatbot should support and from the free text entry that the customer types in, a chatbot will work out exactly which unit of work should be triggered in the background. Oracle Chatbots will break text entered by users into words and ranked against intents to respond with most accurate details.