What is a Chatbot?

What is a Chatbot?


What is a Chatbot? GLOSSARY OF TERMS

Recently, more and more companies in various business areas are using chat bots – programs that simulate live communication with a user . With their help, the consumer will quickly receive the information he needs or take a certain action.

The spheres of their distribution are very different: from banks (helps with transactions, viewing the balance, etc.) to pharmacies (reserving goods, ordering delivery).

Chatbots have two huge advantages over customer support:

  • Greater user reach;
  • Provide 24/7 support.

They are divided into two types: Declarative and Predictive.

Declarative programs come in handy for answering fixed questions. For example, when buying plane tickets. The script for the conversation with the buyer is prescribed in advance, because it is known that he will request information about flights, free seats, etc.

Predictive chatbots use machine learning and are constantly evolving. They take into account the context of the message, understand natural language (NLU). This allows them to provide customers with only relevant information that matches their needs. They study user needs, offer recommendations, keep the conversation going.

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