It wouldn't be wrong to say that once in your life you must have had to contact your after-sales support team for your phone, laptop, car, telephone network or for any other asset that you own or service that you use. That event might not be necessarily pleasant due to prolonged hold time and delay in response time. The 2018 Customer Service Benchmark report shares key insights into the customer service scenario across more than 1,000 organizations. The report mentions the following:
For a business, this has room for an immense scope of improvement. However, for the last few years, businesses have registered a significant improvement in customer response time. Yet, companies still have a long way to go. Businesses and technical developers have now come up with chatbots. What exactly is a chatbot? How was it developed? Where is it applicable? How can Alibaba Cloud Intelligent Service Robot help you and your business?
This blog will answer all these queries. Let us begin.
A chatbot is a communication interface that assists organizations and individuals to converse decisively. It is an Artificial Intelligence program that chats with you. It offers a wide range of information that might be applicable. You can also term them as software applications that mimic written or spoken human speech to stimulate a conversation. Currently, there are two primary ways chatbots are offered to visitors: via standalone apps and web-based applications.
Organizations are using chatbots to create human-like interactions to facilitate business processes and to gain information from large groups. One can also use chatbots to act as a personal assistant, among other roles. Search engines are also using them to archive new pages for future search.
This leads to our next section, which highlights how chatbots work.
Chatbot technology is based on Natural Language Processing (NLP), which is similar to the technology that helps smart devices recognize the human voice. Before responding based on a complex series of algorithms that interprets and identifies the information provided to it, a chatbot infers what the user means and wants. Subsequently, it determines a series of appropriate responses based on this information.
The critical factor to a chatbot's importance is its ability to converse like a human, often making it impossible for the user to determine whether it's a human or an agent. Despite chatbot technology being distinct from NL, the former can only really advance as quickly as the latter. Without continued developments in NLP, chatbots are limited to the algorithms' current ability to detect the subtle difference in written and spoken dialogue.
So how did Chatbots become the closest experience to a human conversation? The following section briefly describes the evolution of Chatbots.
Joseph Weizenbaum, an MIT professor, developed the first-ever chatbot in 1964 called ELIZA. He designed the program in a way that it mimicked human conversation. It functioned by forwarding the words that users entered into a computer and then pairing them with a list of possible scripted responses. Over time, the script significantly impacted NLP as academics across the USA were using its copies and variants.
Another significant evolution of chatbots worth mentioning was the development of Jabberwacky in 1988. Created by Rollo Carpenter, it sought to simulate a natural human conversation in an entertaining manner. Jabberwacky used contextual pattern matching.
In 2009, WeChat, a multi-purpose social media mobile application created a more advanced Chatbot. AI technique has made it convenient to create very simple chatbots.
By 2016, developers had successfully introduced artificial data technology in the design of chatbots. In the same year, Facebook enabled developers to build a chatbot for their trademark or service so that customers could execute their daily actions using their messaging platform.
WordStream, describes how global brands are using chatbots to enhance their services and upscale their customer experience. Some of them are as follows:
Moving on, let us look at how Alibaba Cloud currently offer chatbot services.
Alibaba Cloud Intelligent Service Robot is an NLP-based dialog platform that facilitates smart dialog through various dialog-enabling clients, such as mobile apps, websites, and robots. One can use domain-specific knowledge bases, configure knowledge base for customized smart dialogs. Additionally, it allows the use of Intelligent Service Robot to make self-service possible through multi-round dialog. Users can also integrate it with third-party APIs to enable complex scenarios such as shipping tracking, order search, and self-service returns.
Five Key Features of Alibaba Cloud Intelligent Service Robot
Now that we have examined the features of Alibaba Cloud Intelligent Service Robot, let us see how these features benefit the users of the service.
Benefits of Alibaba Cloud Intelligent Service Robot
Chatbots have not only transformed the way humans interact to solve their queries but also how they handle entertainment and socio-political issues. I hope this blog has enhanced your understanding of the basic concepts of chatbots and its applications across industries and uses. As part of its chatbots offerings, Alibaba Cloud offers its Intelligent Service Robot, which features multi-channel support and diverse APIs. It offers bilingual support around the clock for businesses across industries. Learn more about Alibaba Cloud's several offerings based on Big Data and AI by visiting www.alibabacloud.com.
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