Chatbot is one of the promises of digital transformation. And why are companies all over the world adhering to this new way of communicating with the customer? It streamlines service and reduces expenses with very large teams. But, will chatbots replace human beings? It’s worth delving into the following topics.
But what is Chatbot?
It’s software capable of maintaining a conversation with a human user, in natural language, through websites, messaging applications and other digital platforms.
It’s possible to create chatbots integrated with platforms such as: Whatsapp, Telegram, Facebook Messenger, websites in general, call center systems, virtual stores and much more.
The chatbot is nothing more than a computer system that answers questions through processing in a natural way. Just like one person talks to another, but it is a computer that will talk to the client, in this case.
How the tool works
It can be developed in two ways:
- Through guidelines establishments;
- Through Artificial Intelligence (AI).
To work, the chatbot needs to understand and answer the user’s message, which is not very simple, but it is not impossible. They are very smart when well programmed.
How does the chatbot understand and answer a message? It happens in several stages.
- User message;
- Content analysis;
- Intent identification;
- Extraction of important data;
- Formulation of an answer.
After this process, one of the two ways we talked about at the beginning of the topic applies.
By establishing guidelines, the chatbot “obeys” specific tasks that are only in the company’s database. Also, they use a vocabulary limited to what has been pre-defined.
Through Artificial Intelligence, on the other hand, he is able to interpret the user’s message more autonomously, as he interacts with the user, learns more and becomes an expert in seeking solutions.
Analyze your goal
What is the best way to create the chatbot? It will depend on the company’s objective with the tool. Is it for Marketing, Sales or Service? The objective must be clear for the company to develop the chatbot correctly.
Many of our customers already use it for their services and the results are increasingly positive. Are they: Lottus, RV Park Paúba, Detran Recursos, Imóvel Compartilhado, Fabras, SQ Química, Finesound, Porto Paúba e GSA Advice.
What is the future?
Do you still think that chatbots will replace human beings? Impossible, isn’t it? They are fast and effective, but they don’t do what we do very well: think.