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Jagannath Institute of Management Sciences
Vasant Kunj-II, New Delhi - 110070
Department of Journalism and Mass Communication
Created By: Gaurav Gogia

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Social media chat bots are the
future of communication

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Topics to be covered
 What is chatbot?
 History of chatbots
 Purpose of chatbot
 Pros and Cons of chatbots
 Types of chatbots
 How chatbots work?
 Why chat bots are important
 Challanges faced by chatbots
 Why chatbots fail?
 How to prevent chatbot failure?

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What is chat bot?
 A chat bot or chatterbot is a software application used to conduct an
on-line chat conversation via text or text-to-speech, in lieu of
providing direct contact with a live human agent. A chat bot is a type
of software that can help customers by automating conversations and
interact with them through messaging platforms.
OR
 A computer program designed to simulate conversation with human
users, especially over the internet. Chat bots often treat conversations
like they're a game of tennis: talk, reply, talk, reply"

5.
History of chatbots
 The idea of a bot came to light back in 1950 when Alan Turing's
article about artificial intelligence was published, called as
"Computing Machinery and Intelligence
 ELIZA(1966) and PARRY(1972) were the first two chatbots that
were intended to understand and simulate human language.
 Since then the industry has grown bigger and better especially with
the emergence of messenger bots that integrate with platforms like
Facebook, WhatsApp, Telegram, WeChat and alike.

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Purpose of chatbot
Chatbots boost operational efficiency and bring cost savings to
businesses while offering convenience and added services to internal
employees and external customers. They allow companies to easily
resolve many types of customer queries and issues while reducing the
need for human interaction.

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Pros and Cons of chatbots
Pros of Chatbots
 Faster customer service
 Constantly available
 Promotes Conversational Marketing
 Helps Manage Customer Requests
Cons of Chatbots
 Don’t Understand Natural Language
 Not Personalized or Emotive
 Higher Capacity for Misunderstanding
 Need to be Maintained
 Expensive to Install
 Limited Functionality
 Losing customer insights
 Bots Don’t Fit Every Business Model

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Types of chatbots
 Menu/button-based chatbots
 Linguistic Based (Rule-Based Chatbots)
 Keyword recognition-based chatbots
 Machine Learning chatbots
 The hybrid model
 Voice bots

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Challenges faced by chatbots
1. Chatbot Security
 In recent months, a lot has happened regarding data privacy and security.
Customers are sensitive and protective when it comes to their personal data.
Hence, it’s crucial that you create chatbots that can assure data privacy for
your customers.
 Your AI chatbots need to collect information and data which are relevant
and need to transmit it over the internet securely. If you are going to use
chatbots for customer service, then you need to absolutely make sure that
it’s safe to share information with the chatbots.
2. Understanding the Emotions and Sentiments of Your Customers

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Why chatbots fail?
 Inability to understand emotions
 Lack of implementation
 Humans prefer talking to humans
 Inability to resolve personalized issues
 Lack of transparency

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How to Prevent Chatbot Failure?
 Redirect to a Human Agent
“Please wait while we are connecting you to our expert.”
 Be Honest (Transparent)
“Thanks for connecting with [Brand] BOT assistance.”
 Provide consumers with specific responses
Providing limited and high-quality service is better than ruining the
customer experience.
 Timely maintenance
 Proper testing before deployment

15.
Thank You!