A Chat-bot is a new age AI format to compete with typical marketing trends. The basic purpose of this technology is to enhance the user experience with a more improved way.
What is Chat-bot?
Chat-bots are the computer programs which help to create a bridge between user and services introduced by companies. It works as a connecting platform between companies & users with a more advanced way.
It is an online user platform, which works closely with artificial intelligence (AI). According to various survey reports from different countries on the basis of usage of services by consumers that how usage of Chat-bot helps to enhance the user experience about your product & services, research & development market keep trying to find the best out of all surveys to enhance the user experience.
Every time When a new technology introduced by market, somehow it’s user experience always affects because of advanced technologies, about which they have never heard before and not even familiar with those upcoming changes in technologies and its benefits as well.
For instance, if we talk about the messenger form of Chat-bot which has been introduced a few years ago but its usage is increased in the past couple of year as a human support system in the absence of sufficient manpower So that it can provide a more personalized conversation approach. This is called Artificial Intelligence the new & easier way to connect with users at the right time without any communication gap and this eventually results in enhanced user experience as it provides.
These are automated software programs which work as a medium between AI systems by collecting information as it always plays a role like an informational tool. Chat-bots used as a medium to interact with humans via textual or auditory means. This effective AI-software is usually used by big organizations to enrich their customer service programs. Bots play a crucial role in customer service, wherein they used as an information accretion tool.
Role Of Chat-bots In New Age Market Attrition
o Role as a General Chatbot
The general Chatbot or Manual Chatbot system, which was usually used before a few years back. This chatbot system always required human support as it wasn’t having any AI connection or support until the time. And it was not providing any benefit which could help to reduce manpower. Because the ideal purpose of creating a chatbot was to enhance the workability by advanced technology which eventually results in increased user experience with more ROI.
Because as everyone knows that satisfying your end consumer is the sole motive of any business’s service or products. but as I mentioned above that the manual chatbot system was not much success at that time. So, later chatbots arrived with it‘s another version which is called “Chatbot as an Information Provider”
o Role as an Information Provider
According to the chatbot system, the phase of machine learning was started, where getting information via this medium becomes easy. As these bots start gathering information with the help of the AI system‘s “Machine Learning” feature.
o Role as a Digital Assistant (Virtual Assistant) or Productivity Tool
It is about the current chatbot phase with a more personalized format. For instance Amazon’s Alexa, Siri, etc. are a various virtual assistant or digital assistant which are available for everyone in the easiest way. As you know about google assistant, it is easily available in any smartphone and in the current scenario where digitization taking place in most of all areas.
Various Chatbot Platforms
There are various chatbot platforms are available outside which helps to build bots for your business. But before this a general information about chatbots that why more and more companies are using chatbots for their business to provide top-notch support to their customers and end users or consumers.
As we know that chatbots can engage in a conversation with customers at any time in a day with error-free and more consistent results or you can say more result oriented solution.
So, here are 7 best chatbots tools for building highest degree bots
- Many Chat
- IBM Watson Assistant
- Microsoft Bot framework
- Chat fuel
- Dialog Flow
- Botsify
- Amazon Lex
Usability of Chat-bots
Usability of Chat-bots is primarily concentrated on the performance of the tasks given and its combined aspects within the user experience. For measuring the usability at it best, there are a test based criteria which could be used to check is System Usability Scale (SUS-Brooke, 1985). The SUS questionnaire was described as a quick & dirty method, which includes a very quick method.
In this SUS- an approximate 10 questions were mentioned in the questionnaire and test was very quick as user can‘t even think twice over a single question and they have to answer it anyway.
As these quick questionnaires create a summary for other users which directly impact the consumer experience because we all know very well that our final user decisions are always based on the past user’s experiences about that particular service or product.
Customer Satisfaction
This segment is talked about the summons of the whole conversation about the chat-bot with humans like giving responses, voice commands, etc.
A Chatbot can and does converse with a human but as mentioned above that previously it’s capabilities was limited. It should not say however that in very narrow ways the current text & voice-based conversations are so much satisfactory and somewhere working better than an actual human. Though it is also a not negligible fact that Chat-bots can have an advantage over human agents.
As they are available 24/7 and they can have access to a very broad array about information and functionality of humans work system. They can also beat humans by better performance in terms of the speed and accuracy in a narrow domain. The problem, however, is that to make sure the end user should aware of all of these activities and the limitations. Yes, the limitations which should persist and humans should be alert about it.
They can also outperform humans in terms of the speed and accuracy in a narrow domain. The problem, however, is making sure the end users are aware of these limitations.
According to a survey report of America about the usage of Chatbot system and current use of technology which helps humans to reduce touch and human their are 11+% of people are happy with this latest technology and 19% of people says that these technologies are wasting humans time & making them more less productive in the day to day activities.
Types of Chatbots
Forgetting a clear understanding of chatbots, it is important to know that there are three types of chatbot
1. Scripted Chatbot
Scripted chatbots or determined behavior, these are chatbots whose behavior is determined by rules. Communicating with these types of chatbots can only be possible by following a predetermined path. Each step of this path is a part of its discussion with a user which will need to pick from a specific option to determine the next step of the path. The way options are presented to the user at each step like whether they need a text, touch or voice responses, etc., all will depend on the features of that particular chatbot platform and how those bots are programmed that the user is in and the design of the bot.
2. Intelligent Chatbots
Intelligent chatbots are allowed by AI for being more flexible in terms of the user’s input which they can accept. They can accept free input forms in the text forms or invoice statements (but obviously they are not limited to this until other input forms make sense).
AI system allows them to be more improved then they were used to be. It is also important to keep in mind that though the AI system works well in the limited knowledge domains, or for one-off instructions, the genuine intelligence of the bot is limited. It is especially difficult to get a bot to “understand” text or ambiguity or to have a useful memory that influences the conversation but AI system allows the bots to do all those activities.
3. Application Chatbots
As mentioned above both scripted and intelligent chatbots can have graphical user interfaces. These bots are therefore not a different category of bots per se. The main fact that the bots can be interacted with using a graphical user interface is an important concept for chatbot developers. If a user can do the job they need to do more effectively or quickly via a graphical interface then the bot needs to show a graphical interface at the conversation.
According to the above statements, it is clear that with the help of these advanced facilities of conversation with customers by fulfilling all queries like sales services, after-sales services, etc., which are related to their requirement companies can enhance the user experience. The main reason behind the usage of Chatbot- i.e., its prompt response which always available as a solution provider for customers with a completely personalized way like a human is conversing instead of bots.
So this is how chat-bot plays a vital role in increasing user experiences for both services as well as product based company.
