Implementation of artificial intelligence in chat bots

Chatbots can help a company offload the sales force, process orders faster, and resolve customer issues. But in the classic version, such bots often “break” at the very first non-standard question and do not always understand the goals of the interlocutor. As a result, they begin to respond as inappropriately as possible, and ultimately connect a support person to the chat, which makes them ineffective.

The development of a chat bot based on artificial intelligence technology can correct the situation. The ChatGPT example showed that AI can respond logically and keep a conversation going no worse than a regular operator. It easily conducts thousands of dialogues at the same time and generates answers almost instantly. In this article, we will talk about how chatbots based on artificial intelligence are arranged, on what principle they work, and how their implementation can affect business development.

Artificial intelligence-based bots are able to recognize natural human speech. To do this, they analyze the user’s message, identify familiar keywords and synonyms, and then process them and generate quite “human” answers.

For example, when ordering a product, such a bot can answer any customer questions, give him expert advice and push him to make a positive purchase decision just like an experienced sales manager. Next, he transfers the order data to the CRM system, if it is used by the company, and, if necessary, creates a new customer card.

Interestingly, while communicating with artificial intelligence, many users do not even suspect that they are having a dialogue with a bot. Everything goes so naturally and naturally that they have no doubts about the “reality” of the interlocutor. It is also important that AI can recognize emotions, identify preferences and predict, and then, based on this data, recommend individually selected content or products to the user, which significantly increases audience loyalty and conversion rates.

In other words, the introduction of chatbots with artificial intelligence allows a business to free up resources for maintaining a staff of operators or a sales department, and redirect them to more important tasks, such as development and scaling. To integrate chatbots with AI, you can use any channels of communication with customers, for example, these can be:

• Popular messengers are Telegram, WhatsApp, Viber.
• Social networks – Facebook, Instagram and others.
• Mobile applications.
• The site of the company.

AI-based bots essentially solve the same tasks as regular chatbots, but do it much more efficiently:

• Prepare purchase orders for goods and services.
• They select related and recommended products to increase the check.
• Collect information about customers.
• Replace technical support by responding to customer requests.
• They send out sms, push notifications and e-mail messages, for example, with a reminder of the recording date.

To recognize human speech, AI-based chatbots use the Natural Language Processing algorithm, or NLP for short. It translates the message into a suitable format for the computer, and allows further analysis and processing.

In simple terms, NLP breaks down a text message into sentences and then into individual words. Then the stop words are removed, and the remaining ones are converted into vectors – the corresponding digital values. And already in this format, the bot can “understand” what exactly the user is writing. The AI then collects key information such as date, phone number or location and generates a response.

In addition, artificial intelligence chatbots often use machine learning (ML) and NLU – Natural-language understanding algorithms.

Machine learning enables chatbots to self-learn based on historical data, such as analyzing thousands of previous customer communications, and continuously improve responses as they work. At the same time, NLU allows bots to recognize and understand human errors, such as missing letters in words or the name of cities with a small letter. Together, this makes communication with users as effective as possible.

If we compare chatbots based on artificial intelligence with conventional ones, then they have many advantages. Here are the main ones:

• AI algorithms understand spoken language and are able to support live communication.
• Able to learn and improve independently without human intervention.

• Follow the context of the conversation and stick to it.
• Communicate in long and interconnected sentences rather than cut-and-dried phrases.
• To generate answers, they can use data from millions of open sources – external sites, galleries and other resources. Therefore, it is quite difficult to “break” an AI-based bot with a non-standard request.

The introduction of chatbots with artificial intelligence gives companies many new opportunities: to automate communication with customers as much as possible, increase sales and save resources that were previously spent on maintaining a support service. Together, this allows businesses to operate more efficiently, especially in a highly competitive environment.

To develop and launch your own AI-based chatbot, you can use the experience and technical skills of our specialists. We take into account the individual needs of each client and select unique technical solutions aimed at improving the processes in his company.