Chat­bots are dia­log sys­tems with nat­ural lan­guage capa­bil­i­ties based on text. In other words, they are intel­li­gent soft­ware that com­mu­ni­cates with peo­ple in a nat­ural way. Chat­bots are usu­ally used – some­times in con­junc­tion with avatars – on web­sites or in instant mes­sag­ing sys­tems. In this way, they can explain or adver­tise the prod­ucts and ser­vices of their respec­tive oper­a­tor and are able to respond inde­pen­dently to cus­tomer inquiries.

Vir­tual com­mu­ni­ca­tion bot

Use­ful and prac­ti­cal AI

Chat­bots can accept sim­ple requests and deal with some of them them­selves, or pass the user on to a real ser­vice employee if nec­es­sary. They are sup­posed to ana­lyze the user’s input and search for appro­pri­ate answers. For this pur­pose, the chat­bot uses, for exam­ple, its knowl­edge data­base with recog­ni­tion pat­terns as well as Inter­net research. First, the incom­ing query is split and ana­lyzed accord­ing to pro­grammed rules to detect and revise poten­tial syn­tax errors. If a syn­tac­ti­cally cor­rect text exists, the chat­bot tries to extract the con­crete ques­tion using diver­gent recog­ni­tion pat­terns and algo­rithms.

The chat­bot uses the extracted ques­tion for inves­ti­ga­tion in its knowl­edge data­base or for a search entry on the Inter­net. Once a sat­is­fac­tory answer is found, it is taken over and pre­pared for out­put.

To effect an author­i­ta­tive answer, it may be com­bined with other ele­ments. Finally, the gram­mat­i­cal assem­bly of the answer and the out­put via text takes place. Sim­ple chat­bots can only cap­ture pre­vi­ously defined key­words or parts of sen­tences and pro­vide the answers that are firmly linked to them. Using arti­fi­cial intel­li­gence and machine learn­ing, self-​learning chat­bots can be real­ized. Through its knowl­edge base, the chat­bot can under­stand and answer the ques­tions. With the help of the real chats as train­ing mate­r­ial or the analy­sis of the feed­back, the knowl­edge base can always be expanded and improved.

In addi­tion, it inde­pen­dently finds deficits in the record­ing of the ques­tions as well as miss­ing answers and thus ensures effi­cient opti­miza­tion with ever bet­ter and more sig­nif­i­cant answers.



  • Improved per­for­mance thanks to the reduced aver­age call dura­tion of agents in the ser­vice cen­ter as well as the reduc­tion in the rate of call for­ward­ing
  • More reli­able col­leagues thanks to the highly effi­cient takeover (on the part of the chat­bots) of the cus­tomer dia­log and the stor­age of all impor­tant infor­ma­tion

  • Higher acces­si­bil­ity thanks to 24/​7 ser­vice on all chan­nels and even proac­tiv­ity in con­tact with cus­tomers
  • Increased pro­duc­tiv­ity and effec­tive­ness of employ­ees in han­dling more com­plex processes thanks to the relief pro­vided by the use of chat­bots for rou­tine tasks and cus­tomer inquiries

Our part­ner solu­tions

Future in the present


aiai­bot offers a cloud-​based, easy-​to-​integrate chat­bot. The plat­form has an intu­itive story builder that allows both guided dialogs and open ques­tions.



Auto­mated cus­tomer dia­log based on Nat­ural Lan­guage Pro­cess­ing. With LENA chat­bot soft­ware, you auto­mate where it adds value to your busi­ness.



Sympalog’s SymDialog5 can con­trol dif­fer­ent types of dialogs: as an IVR appli­ca­tion, as a chat­bot or as a dialog-​oriented back­end mod­ule for con­trol­ling appli­ca­tions.

Suc­cess story


Sym­pany has relied on the hybrid chat­bot Sympi, which sup­ports the prospect through a guided dia­log and hands them over to an advi­sor when needed. In Sympi’s case, the chat­bot engine LENA, the case man­age­ment soft­ware true­Act, where the chat dialogs are stored, and Eng­house Interactive’s ACD solu­tion Vox­tron were com­bined. Sym­pany was thus able to opti­mize its written-​based cus­tomer com­mu­ni­ca­tion with the help of AI-​supported rout­ing to the extent that busi­ness trans­ac­tions are largely auto­mated by con­tact cen­ter soft­ware and processed with­out media breaks.

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IPD Knowl­edge

In a nut­shell

You don’t under­stand a term or would like to get more infor­ma­tion about it to be on the safe side? We will be happy to help you! In our wide-​ranging glos­sary, all tech­ni­cal terms relat­ing to the topic of infor­ma­tion tech­nol­ogy are explained in a holis­tic man­ner, so that you always have a full overview. Dis­cover now!