Contents
- What is a chatbot?
- Types of chatbots
- Using chatbots in business
- Advantages and disadvantages of chatbots
- How to create your own chatbot
What is a chatbot?
A chatbot is software that simulates communication with a human, allowing users to interact with it in text or voice format. In recent years, chatbots have become an integral part of business processes, automating routine tasks. They can assist in gathering information about customer inquiries, providing product recommendations, and answering frequently asked questions. There are chatbots of varying complexity: from simple ones that respond to predetermined keywords to more advanced ones capable of engaging in full conversations.
Types of chatbots
Since the launch of the Messenger platform for bots by Facebook in 2016, the number of chatbots in business has significantly increased, leading to the emergence of various types:
By communication method
- Scripted bots: These bots operate based on a predefined script and do not understand natural language. They accept commands via buttons.
- Text chatbots: These bots recognize keywords in messages and respond based on the found phrases, creating the illusion of live communication.
- Voice bots: These bots understand spoken language and can respond verbally using speech synthesis technology.
By platform
- Messengers (Telegram, WhatsApp, Facebook Messenger, etc.)
- Websites (popup chatbots for interacting with visitors)
- Phone calls (bots that can receive calls and provide information)
- Mobile applications (assisting users in navigating features)
- Standalone devices (e.g., voice assistant in a speaker)
By learnability
- Declarative bots: Communicate based on a pre-written script and cannot adapt to new requests.
- Predictive bots: Use artificial intelligence and natural language processing technologies to learn and adapt to new requests.
Using chatbots in business
Chatbots can significantly simplify business processes by replacing humans where there are routine operations. Here are several ways they can be utilized:
- Increasing sales: Chatbots can act as personal consultants, helping customers navigate products and services.
- Improving customer service: Bots can quickly process requests, providing customers with the necessary information without delays.
- Newsletters: Chatbots can replace traditional email newsletters by providing information about new products and promotions through messengers.
- Hiring employees: Bots can automatically process resumes and conduct preliminary interviews.
Advantages and disadvantages of chatbots
Chatbots, like any technology, have their pros and cons:
Advantages
- Availability 24/7 — chatbots are ready to respond to inquiries at any time of day.
- Efficiency in processing standard requests — allowing operators to focus on more complex tasks.
- Cost reduction — companies can save on hiring employees to handle simple inquiries.
Disadvantages
- Limited understanding of complex requests — chatbots may struggle with non-standard situations.
- Inability to recognize customer emotions — a bot cannot adapt its response based on the user's mood.
- Communication difficulties — a limited number of keywords can lead to misunderstandings from the user.
How to create your own chatbot
Creating a chatbot can be done in two main ways. Large companies often develop them from scratch using programming languages like JavaScript. However, a more accessible option is to use builders that do not require programming. In such builders, the bot's behavior scripts are set visually, simplifying the creation process.
After writing the script, it is necessary to connect the bot to the messenger via a unique token. Within the messenger, its operation can be tested, and necessary adjustments can be made to improve interaction with users.