What is a chatbot used for?#
Chatbots provide instant, 24/7 responses to frequently asked questions, freeing up human agents to focus on more complex or high-value customer issues and improving overall service availability.
How does a chatbot work?#
The simplest chatbots operate on a pre-defined script and set of rules. They are programmed to recognise specific keywords or phrases and provide a pre-written answer from a database. This works like a conversational flowchart; if you ask a question it knows, it gives a set answer. If your question doesn't match its script, it typically cannot help and will escalate the query to a human.
More advanced chatbots are powered by AI, specifically Natural Language Processing (NLP). This allows the bot to understand the intent and context behind a user's message, not just isolated keywords. It can handle variations in phrasing, typos, and more nuanced questions. These AI-powered bots can also learn from past interactions to improve their responses over time, leading to more natural and effective conversations.
How is a chatbot different from a virtual assistant?#
A chatbot is designed to perform specific, defined tasks within a particular business context, such as booking an appointment or answering a product question. In contrast, a "Virtual Assistant" like Amazon's Alexa or Apple's Siri is a broader application designed to help an individual with a wide range of personal tasks, from setting alarms to controlling smart home devices. While a virtual assistant uses chatbot technology for its conversational interface, its overall scope and capabilities are much wider.