Chatbots – What they are and what they can be?

What is a chatbot?

Chatbot is a designed tool powered by the rules of Artificial Intelligence (AI), acts as a simulator of human conversation for the purpose of automating a business process. Chatbots facilitate user interactions when placed within the messenger apps that act as a platform for supporting the bots.   

How does a chatbot work?

Chatbot acts as an intermediary, imitates human conversations by initiating live chats instantaneously and responding tirelessly to the user queries at any point in time.

Advantages of implementing chatbot technology

Chatbot optimizes customer support operations and strengthens the relationship with the customers, supports digital marketing by interacting with brands in the easiest and fastest manner; as a result improves business responsiveness and customer satisfaction. One major advantage of bots is, they execute tasks in a human-like fashion through a set of automated personalised messages constantly learning and improving from interactions.

Bots are everywhere

Bots let you use the channel preferred by your customers, employees and stakeholders to communicate with you. The world has moved to messaging. Chatbots allow you to pinpoint your queries and get relevant answers rather than traditionally using scroll and klick to find the information you are looking for. Of course, bots eliminate the need for traditional call channels, inconsistent customer service and wait and drop times.  

How bots benefit in promoting businesses?

Improved customer engagement

Chatbot is a trending model of digital marketing where advanced customer support services, social media, sales, PR, etc., benefit vastly in the long run. Bots substitute other forms of communication like emails and phone calls. Bots save enormous time and money through its potential in reaching out to a wider audience and in actively engaging the users in your products and offers. Any business that has been adapting to this marketing strategy is witnessing successful gains through it.

Bots can boost up sales

Chatbots ascertain users’ preferences while initiating a chat, to promote an offer, and introduce products relevant to their interests, for the sole purpose of driving sales in the process. A bot keeps customers’ interests intact through alternate posting of videos and images and encourages them to choose and purchase the requested product from the convenience of their mobile phones.

Utilisation of chatbots in various industries

Chatbots are prevalently used by numerous industries ranging from Healthcare to News industry, Real estate to Entertainment industry, and so on. These industries largely rely on chatbots, mainly via personalised services, to connect to users worldwide and to act upon their interests and meeting their requirements.

Limitations of chatbots

Chatbots vary from simple to advanced versions ,where simple ones are constrained to act on multiple conversational styles but are confined to receive a specific input to produce a specific output. Although bots make life simpler for brands, they can also be used to answer complex questions that instigate deep analysis. Bots do require constant training in order to be utilised for a bigger consumer setting, just like one would train a child to understand and interact with the world around them.


Do Chatbots replace humans in the coming years?

The belief that chatbot replaces humans entirely is a debate, while they are currently replacing manual rote based tasks, the element of EQ and sentiment is currently best handled by humans. Bots however intelligently automate a lot of queries faster than humans can, can work in a logical framework to analyse and action too. Humans will remain as the key interaction contributors in years to come, the manual search and answer type of queries will overwhelmingly switch to bots

Are Chatbots an alternative to apps?

This again is debatable. While bots do replace a significant portion of what a mobile app can do more elegantly and avoid the issues of app updates and uninstalls (uninstall an app if Taylor Swift releases a new album) – bots require no installation or significant bandwidth and provide for a more pin-point need based interaction framework than a mobile app that is supposed to replace a desktop experience on a mobile phone. The primary use of a bot however remains through messenger and chat “apps”. Apps and bots can serve different purposes, though a lot of mobile usage will move to bots – apps will be used for the richer user experience and bots for pinpoint conversational types of uses.

Future Predictions

Going forward, chatbots are expected to bring about a drastic change in every genre of marketing, customer service, inquiry and transactions in various domains. Companies that do not have apps would start exploring into voice apps rather investing on the solutions of the past. Natural Language Processing (NLP) technology would get even better by intensely taking into the concept of continuous learning to attain consistent results. Voice chatbots will be next dominant technology in the following years to come.

Imagine asking a voice assistant to make sure that your daily necessities are stocked up in the refrigerator, the bot will take inventory of missing items and automatically place orders online, how about booking a cab in a hurry, a bot can take over the process and notify you when the cab arrives, caught in an accident, the bot can intelligently assist in calling 911, insurance care, schedule for towing service, call you a cab home and arrange with a service provider for estimates. Very shortly, you would also be able to talk to your bot to order from your favourite restaurant and ensure the delivery lands up before dinner or pre schedule your dinner menu and assure it is taken care of. No more forgetting your spouses birthdays and having a gift ready, a bot can easily do that with pre scheduling.

The world of tomorrow will be exciting having bots around, to make life even more simpler and take care of most mundane tasks to let us all be free to pursue higher level tasks requiring less manual labor and bring more predictability and consistency. A bot will be an intelligent personal assistant that never tires, never falls sick, is consistent and can be friendly and is on 24 hours a day.