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.
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.
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.
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.Discover more
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!