Bots: Gimmick or Worthwhile Service?

Bots, bots, bots.

Wherever we go, everyone is talking about bots. But what are they?

To say "bot" is almost like saying "Internet". It's a rather general expression intended to introduce technological innovation, and sometimes not even that. As of today, we still do not have these high intelligences to allow us to really talk naturally with a bot. Usually, on the customers' first encounter with bots, that companies have been so diligent about and paid handsomely just to seem innovative, they simply raise an eyebrow.

So, what does this field include, and how should it function?

In order for a bot to work satisfactorily it must first understand, and only then respond. Just like a human representative, it needs to process the information received from the customer and understand what he wants, and only then start the corresponding call scenario. So at the base of each bot is an artificial intelligence (AI) that understands the texts.

Artificial intelligence does not only need to understand the texts as they are, but also their context and origin. Customers turn to companies in all kinds of communication channels – email, SMS, chat, social networks and more. In each conversation, the context is different, and the nature of the conversation may be short or long, time-specific, etc.

Furthermore, artificial intelligence needs to be able to respond quickly to demands, and to easily learn and develop accordingly, otherwise we will need to maintain it by investing precious resources, such as allocating semi-technical and semi-business personnel to the task.

In summary, bots are usually still a gimmick, not a necessary and effective service. However, the latest technological developments in the industry are leading to a situation in which bots will be able to capture an increasing share of communication with customers. The following post will review the existing technologies in the field of bots for customer service and support.

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