This document discusses chatbot technology. It defines chatbots as computer programs that interact with users through text or voice using artificial intelligence. It describes two main types of chatbots - open domain chatbots that can discuss general topics using AI/machine learning, and closed domain chatbots that operate within a set of rules. The document outlines several benefits of chatbot technology for businesses, such as automating customer service and promoting offers. It provides examples of how chatbots can be used for customer service, IT support, HR functions, and more. Finally, it identifies industries like hospitality, banking, retail, and publishing that are well-suited to implement consumer-facing chatbots.
2. Table of
Content
• What is Chatbot?
• Types of Chatbot
• Benefits of Chatbot technology
• Uses of Chatbot
• Example of Industries that should adapt
Chatbot
3. What is
Chatbot?
Chatbots are computer programs that interact
with users in a conversational style, through text
or voice. They use Artificial Intelligence (AI) to
interpret queries and to provide relevant
responses. They also self-learn to provide more
customized and targeted offerings.
Businesses can now make their own chat
representative for it to tackle the most
reasonable queries by the customers
It often runs inside a popular messaging
application, such as Facebook Messenger, Slack,
WhatsApp, Skype or SMS.
4. Types of
Chatbot
Chatbots are classified according to the level of its
knowledge assessment. They are;
Open domain: It has the ability to discuss about
general topics and respond accordingly. This bot
uses both AI and machine learning to achieve
this.
Closed domain: It operates on a set of rules. It
responds to specific commands. The chatbot
might fail to answer questions outside its
knowledge domain.
5. Benefits of
Chatbot
technology
• Chatbots can automate customer service process while
taking care of time consuming B2B activities, from ticket
generation to complaint management.
• Chatbots can promote your offers, products, services and
take orders too.
• They can simplify international payments process by
combining bitcoin and other cryptocurrency with it to
make faster payments.
• With chatbots development and implementation,
enterprise resource management can be sufficiently
automated, thus reducing human intervention and
corresponding costs.
• With enhanced user experience, chatbots would bolster
customer acquisition, engagement and retention, adding
immense value
6. Uses of
Chatbot
• 1. Customer Services (New Customers), Onboarding
of customers or providing information about
products and services, allow customers to apply for
accounts, loans etc utilizing machine learning to give
informed answers.
• 2. Customer Services (Existing Customers), providing
customers easy access to their information and
allowing to interact with banks various systems and
agents through single interface. This can also be
done using WhatsApp.
• 3. IT Support (Internal) - Provide a digital assistant to
help in qualifying, resolving or logging calls from
bank staff.
7. Uses of
Chatbot
continues…..
• 4. HR Chatbot - Provide bank staff with easy
access to all policies and procedures as well as
allowing them to access their own personal
information from the HR system.
• 5. Client Services Chatbot - Provide Customer
facing staff with a digital assistant that will allow
them to improve customer service, easily access
information and complete applications.
• 6. Reception Chatbot - A voice activated chatbot
that will allow customers to ask question and
request services, this will allow the chatbot to
qualify their request and guide them to the
right person.
8. Example of
Industries that
should adapt
Chatbot
Industries catered by Chatbot:
According to an estimation, 80% of businesses
want to implement chatbots in their business
model by 2020. Industries that can derive the
greatest benefits by enacting consumer-facing
chatbots are:
• Hospitality
• Banking/Financial
• Retail
• Service Businesses
• Publishing
