Learnings from design and implementation of a Chatbot
Chatbots have been and will be successful.
There are five things distinctly that have driven the growth of chatbots in the recent past and will continue to push in the future.
1) Natural Language Processing/ Natural Language Understanding:
NLP/NLU is an area of computer science and artificial intelligence concerned with the interactions between computers and human (natural) languages, in particular how to program computers to process large amounts of natural language data fruitfully. The applications in this area have been on the rise recently.
2) Multiple channels:
Most of the services now have several touch-points like a website, phone calls, text conversations, instant messages, and social media.
3) Analytics:
Analytics helps to collect data, extract the information, analyze and inform to make decisions.
4) Deep understanding:
It is the outcome of NLP/U and analytics that assists in perceiving the emotions and context of the users. This technology allows providing personalized service offerings.
5) Orchestration:
It is the coordination between other meta bots and systems. As the bots get integrated with the ecosystem, the bots can perform more substantive tasks.