The chatbot is a computer program that has an ability to communicate with people by providing answers to questions and holding the conversation using Natural Language Processing. People input the natural language speech or text, while the program should provide the most suitable intelligent response in the form of text or speech.
Demand of Chatbots?
The use of bots can be attributed to a number of forces:
• Widespread use of messaging apps among the younger generation
WhatsApp hit the one-billion user mark. One-to-one messaging apps have surpassed the usage of social networks. This is seen to be the single biggest contributor to the rise of chatbots. Messaging apps are now platforms, and the phone is a messaging device.
• Overwhelming app proliferation
Despite the thousands of apps available today, users are overwhelmed by app volumes. This does not mean that apps will give way to chatbots, however; we all have a handful of apps we rely on and tap every day.
• Focus on the customer experience
Servicing customers over the phone has been increasing in recent years, as businesses try new ways to improve the customer experience and lower costs. Many customers find it annoying to call the contact center for simple tasks that can be executed with minimal assistance. While businesses have been working to simplify this process, it is still time-consuming. Chatbots can ensure seamless assistance is available at any time of day.
• Wider reach of mobiles and messenger apps in developing countries
In emerging economies, mobile apps and commerce have leapfrogged conventional e-commerce. In many bandwidth-constrained villages and small towns, messenger apps are the medium for communication, collaboration and commerce. Chatbots designed to work in these conditions will propel their growth in emerging economies.
Chatbots provide ease in business:
The communication between brands and their clients has never been so intense as nowadays. With the rapid development of technology, the customer experience is changing dramatically. Customers want more autonomy and self-service options, preferring to make a purchase or get information without interacting with the human representative of the brand. In order to fit the expectations of their customers, companies are reshaping the experience from human-to-human interactions into the advanced self-service experience. Therefore, the use of chatbots in business can be a crucial issue of improving customer communication. Companies are using this technology to create a better engagement with their clients with the help of messaging platforms that offer a regular chat function, in-message purchases, and many other advanced functions.
Chatbots play significant role for Disabled peoples:
The application of Chatbots to Disability care requires the design of packages and systems in order to empower disabled people with new technologies. The system has been designed using an AIML (Artificial Intelligence Markup Language: is a dialect use for producing natural language software mediums) knowledge base with limited vocabulary including voice recognition or “groups of phonemes and words”. The AIML question-answer system is implemented to give answers to queries, and then training data of 2000 words is used to test it. 200 words of the data were used in the test and 156 of them were recognized; therefore, the system accuracy was 78%. The aim of the study was to insert it in English language tutorial software easy access by disabled people. People with blindness and hand paralysis can benefit from adding this kind of feature into E-learning systems.
Chatbots should be aware of human’s behavior:
Chatbots should act in a certain way to respond to crucial emotional states of human. For example, the bot should provide emotional feedback in case user emotion is detected. If person says “I felt bad last night after dinner”, then the bot knows this is a negative emotion. When emotional content is detected, the bot’s feelings toward that person is adjusted. The chatbot should handle an optimist (broader and higher positive reactions), or moody feelings (high positive and negative reactions).
The future of chatbots will pivot around their ability to become useful, maybe even indispensable, to human beings. How well does the bot know the user? How well does it know what the user needs? Can the bot of the future be a master bot that assists, advises and continuously learns about the user? Can it be intelligent enough to become wiser but never cross the line by pretending to be human? Hoping best that chatbots would play magnificent role in future to solve human problems.