Of course, it is not so simple to create an interactive agent that the user will really trust. That’s why IM bots have not replaced all the couriers, doctors and the author of these lines. In this article, instead of talking about the future of chatbots, we will give you a short excursion into the topic of chatbots, how they work, how they can be employed and how difficult it is to create one yourself.
Conversational bots can help a business’s customers with difficult transactions, plus collect data and give recommendations. For example, a conversational bot integrated to an airline’s website can answer questions regarding flight availability, rebook tickets, fees and suggest add-ons like hotels. Though a conversational bot may not be able to finish the exchanges, it could still be able to gather preliminary data and pass it on to the next available customer care agent. In both cases, the airline will save considerable time in its call center.
The term "ChatterBot" was originally coined by Michael Mauldin (creator of the first Verbot, Julia) in 1994 to describe these conversational programs. Today, most chatbots are accessed via virtual assistants such as Google Assistant and Amazon Alexa, via messaging apps such as Facebook Messenger or WeChat, or via individual organizations' apps and websites. Chatbots can be classified into usage categories such as conversational commerce (e-commerce via chat), analytics, communication, customer support, design, developer tools, education, entertainment, finance, food, games, health, HR, marketing, news, personal, productivity, shopping, social, sports, travel and utilities.