A highly versatile innovation brought to us by the artificial intelligence (AI) are intelligent chatbots. And we say ‘versatile’ because they can help users with a wide range of tasks: from ordering a pizza, choosing an item of clothing, answering very specific queries about an insurance service, to guiding users through an entire B2B purchasing process.
Would you like to know how a smart chatbot works and how businesses are set to use them to boost their productivity and do without certain staff members? At Euroinnova, we’ll tell you all about it!
What is an intelligent chatbot?
In its most technical definition, chatbots are computer programmes that simulate human conversations whether in a more rudimentary or sophisticated form. Standard chatbots have predefined, fixed responses and are used to answer users’ simple queries on very specific topics or processes.
However, AI has not taken long to make its mark on chatbots. With AI, Intelligent chatbots receive a large amount of data to train them in natural language processing and conversational patterns. In this way, they can tackle more complex topics and provide more thorough answers to more abstract questions. In fact, an intelligent chatbot will learn independently from the conversations it takes part in and the feedback it receives.
How do intelligent chatbots work?
As we have mentioned, intelligent chatbots are conversational software that simulates a human’s ability to engage in dialogue via a web or mobile interface and carries out programmed tasks in response to specific stimuli.
The most basic type of intelligent chatbot is a question-and-answer chatbot that uses a set of predefined rules to provide predefined responses to very specific requests for information. This intelligent chatbot does not really exploit the full potential of AI, but rather has access to a database whose information it links together to form patterns.
Taking it a step further involves integrating artificial intelligence programming as natural language processing or the machine learning in these chatbots. The natural language processing in an intelligent chatbot It enables the system to interpret user inputs, recognise conversational patterns and determine the response that best meets the user’s needs.
Chatbot programmes are designed to provide users with solutions of the highest possible accuracy, based on AI algorithms which quickly scan all the documentation provided by the user, as well as previous conversations, in order to identify similar or identical dialogue patterns.
Thus, Intelligent chatbots follow the process set out below:
- The user enters some data.
- The intelligent chatbot interprets and analyses it.
- Access the database to search for a similar enquiry and its response.
- It evaluates the various possible options and offers the one that most closely matches the user’s request.
- It provides the user with an output or result.
Is ChatGPT an intelligent chatbot?
The most recent and popular example of an intelligent chatbot is ChatGPT, due to its effectiveness, practicality and the advances made by its GPT-4 multimodal language model compared with previous attempts at intelligent chatbots. ChatGPT is a language model developed by OpenAI. It is part of the GPT (Generative Pre-trained Transformer) family of models and uses artificial intelligence to understand and generate context-appropriate responses in several languages, including Spanish.
Although there are other intelligent chatbots, The general consensus is that ChatGPT best meets users’ needs and answers their queries. This is due to its sophisticated ability to process natural language, provide dynamic responses, retain conversational context and continuously improve autonomously. Also noteworthy is the vast amount of data to which it has been exposed since its inception in 2017 under the name GPT-1.
Benefits of intelligent chatbots for businesses
Intelligent chatbots can play a key role in customer service, whether via the website or over the phone.
In fact, many companies have incorporated chatbots into their websites to answer users’ simplest queries, and there are also public bodies and banks that have installed intelligent chatbots in their call centres to provide more efficient and prompt support to their customers.
Intelligent chatbots therefore offer a number of significant benefits to businesses:
24/7 customer service
Chatbots can be available at all times to provide assistance to customers, enabling continuous, uninterrupted service, even outside traditional opening hours.
Cost reduction
Although this may not be good news for customer service staff, intelligent chatbots are more productive than any human: they never get tired, they don’t need to be paid a monthly salary and they don’t complain.
They can therefore handle a large number of common enquiries and questions automatically, thereby lightening the workload on staff and, in turn, reducing operating costs.
Quick and accurate answers
They are designed to provide instant and accurate answers to frequently asked questions. This reduces the backlog of enquiries from existing and potential customers and leads to greater customer satisfaction, as their queries are resolved immediately.
Customisation
They gather information about customers and their preferences over time, process it, and decide on the most appropriate solution based on the history of conversations they have had with the customer. This enables them to offer increasingly personalised responses and recommendations that accurately reflect what the user is actually looking for.
Lead generation and sales
Intelligent chatbots guide users through the purchasing process and offer recommendations for products or services, thereby increasing conversions.
This is particularly true in a complex purchasing process where there are a wide range of options to choose from and a moderate amount of data that the user must enter. Furthermore, it can be used in purchasing processes that aim to tailor the product or service on offer to various different types of users.
Automation of repetitive tasks
Intelligent chatbots carry out routine and repetitive tasks, such as processing orders or booking appointments, freeing up time for staff to focus on more strategic activities.
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