Entreprising future for chatbots
The increasing rise of so-called chatbots or robots for chatting being adopted by companies in their operational processes for a competitive advantages demonstrate how much these automatized assistants have progressed in recent years. And about how their capabilities are going to evolve in the future.
Chatbots are an excellent tool for reaching and maintaining target groups and they are especially near and dear to the younger generation. A chatbot is a computer software that acts as a communication interface and enables user to search, share and access the contents. The things users would once search for, scroll down and analyse themselves is now instantly accessible: through conversation. Chatbots enable instant, 24-hour interaction with companies, which consequently improves the user experience and offers companies invaluable analytical data for research. Chatbots can be designed based on a constantly learning artificial intelligence programme or based on a predetermined input of possible scenarios. Both types of bots have plenty of room to grow, as the former are susceptible to negative influences due to their self-learning nature, and the latter can quickly become insufficient tools due to rigid scenarios.
This means that when companies design their own bots, they must consider how the chatbot and the brand connect with the target group. Personalizing it will mean the chatbot becomes unique and memorable, but its technological nature shouldn’t remain a secret from users. The possible negative user experience means its dialog flow must be carefully crafted; it is recommended some pre-set dialogue scenarios are used where the user simply selects the right option. When the conversation becomes too demanding for the bot, the company must be sure to offer adequate support with real staff.
And even though some companies are developing their own chatbots or are turning to foreign providers for them, their value has also been recognized by a number of communication market leaders: Facebook, IBM, Microsoft, Google etc., which are giving companies the option to set up chatbots or other communication interfaces in their own platforms. Slovenian companies are also among chatbots users.
Facebook, IBM and Microsoft
Facebook enables companies to get built-in bots on the Messenger program that have been specifically programmed in the same language as Facebook. They include special codes and unique photographs and can even decode more complex data to offer users the selected contents. When the difficulty level supersedes a chatbot, a human takes over the communication. Chatbots can also be created using IBM’s Watson business platform, where you can employ their developed language or create your own. Meanwhile, Microsoft Skype boasts a bot called SDK. It enables web developers to write textual, audio or video bots and integrate them into various online platforms. Skype users can either install the bots or seek their help on their own webpages.