Chatbot

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