What is a Chatbot? Why Should You Care? - Sitel - ContactCenterWorld.com Blog
What is a chatbot?
The Oxford dictionary defines a chatbot as “a computer program designed to simulate conversation with human users, especially over the internet.”
It seems like bots are a hot topic these days; but what exactly are bots? First, it’s important to highlight the differences between bots and artificial intelligence (AI). While they function well together, they are two different things.
A bot is a program that interacts automatically with a user…
A coffee machine, for instance, can be a bot. You press a button and it mechanically serves you coffee. In a conversation, live chat, messaging or a social network, bots can answer and converse with human beings. An FAQ is a bot in its most basic form. FAQs lead you through a series of links, you automatically access results.
But, what’s generating all the hype today is the notion of a bot capable of inserting itself into a conversation - the chatbot. This differentiates it from a simple program of links and results or a from Q&A library. Many research and learning technologies have existed for several decades helping bots learn and perfect their knowledge using databases. Today, the goal is to insert a bot within a conversation while remaining indistinguishable from a human being. In other words, have a bot answer identically, for example, or come up with content relevant to the meaning it has drawn from the user’s sentences.
Artificial intelligence involves everything pertaining to human behavior
Understanding language, the ability to formulate sentences and identifying meaning and emotion through written and oral language are the central elements of artificial intelligence (AI). It also covers image recognition and interpretation: the ability to recognize shapes, colors and so on. Among all the applications of artificial intelligence, the most useful for a bot are those engineered around language: Natural Language Processing which allows a bot to understand the user’s language, and Natural Language Generation through which the bot can express itself. Machine learning is equally instrumental as it ensures a learning process based on a collection of information enriched by various sources through which the bot can gradually self-optimize.
In short, artificial intelligence is a tool that makes a bot more efficient. The bot that has everyone abuzz is a program that is capable of fitting seamlessly into a conversation… and that changes everything.
Publish Date: June 21, 2017 5:00 AM
|All Suppliers||Get Listed|
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
Founded in 2001 SJS Solutions have dedicated over 16 years to the improvement of contact centres across the globe. We take a consultative approach towards solving the biggest challenge facing call and...
View more from Sitel
Recent Blog Posts:
|Acticall Sitel Group Supports Students Around the Globe||November 15, 2017 5:00 AM|
|Three Takeaways from CEM Telecoms North America||November 1, 2017 5:00 AM|
|Sitel Work@Home Solutions: A Three-Way Win for Society, Businesses and Associates||October 13, 2017 5:00 AM|
|Outsourcing Customer Service to the Best Geography, Best Shore||October 4, 2017 5:00 AM|
|Top 2 Takeaways from 2017 CX Change event at Facebook HQ, London||October 2, 2017 5:00 AM|
|The Social Client, Dial-Once Partner at Oracle Open World 2017||September 29, 2017 5:00 AM|
|Acticall Sitel Group and Whirlpool Partner at Brazil’s CONAREC 2017||September 27, 2017 5:00 AM|
|Welcome to Sitel India||September 26, 2017 5:00 AM|
|Stop Stalling and Start Installing Bots to Ensure a Successful Digital Customer Experience||June 28, 2017 5:00 AM|
|Botshore, Bots Trainers or Bots Managers: Imagining the Future of Customer Relationships||June 26, 2017 5:00 AM|