A growing number of businesses are using chatbots to enhance their customer service. Chatbots are taking over digital spaces such as Facebook, Instagram, and even text messages. No one knows where this trend will lead, but it’s certainly increasing the competition for more powerful bots.
Do you want to have an AI bot for your business, but don’t know where to begin? In this article, you will discover why AI-powered bots are the rage in present times and come to know the top six types of chatbots that are the best in business.
A chatbot simulates human conversation by using artificial intelligence (AI) and natural language processing (NLP) to understand customer questions. By responding to users’ queries and requests – through text input, audio input, or both – bots can help users find the information they need without human assistance.
From smart speakers at home to work messaging applications, chatbots are almost everywhere these days. AI bots, also known as “virtual assistants” or “virtual agents, operate through audio input, such as Apple’s Siri, Google Assistant, Amazon Alexa, or SMS text messages.
What are the different types of chatbots?
- Menu/button-based chatbots
A menu/button-based chatbot is the easiest to create and use. Typically, these chatbots have a pre-built knowledge base, and users are asked questions via buttons. Button bots communicate based on predetermined rules. To receive a response, the user’s data must conform to these predetermined rules.
Depending on your business needs, button-based bots can be used differently. By using them, we can direct visitors to our website, capture more leads, or promote a specific action.
2. Linguistic Based (Rule-Based) Chatbots
A linguistic chatbot may be the right solution if you can predict the questions your customers will ask. Conversational automation flows are created by linguistic or rule-based chatbots. A business can benefit from linguistic chatbots if they can anticipate the questions its users might ask, as these bots use ‘if or then’ conditions to generate conversational streams. These linguistic bots can provide prompt and appropriate assistance to customers quickly if the requirements designed in our bot match their query.
However, for linguistic chatbots to work ideally we must make sure that the customer’s arrangement and presentation of each query is understandable to the chatbot.
3. Keyword recognition-based chatbots
Unlike menu-based chatbots, keyword-based chatbots are more advanced. Bots that recognize keywords use Natural Language Processing (NLP) to serve their users. Users can interact here by providing free text input. A chatbot analyzes the user’s text based on keywords, as they are keyword-dependent, and responds accordingly. As a result, users can input more freely and have more natural conversations.
4. Machine Learning Chatbots
Have you ever wondered what a contextual chatbot is? A contextual chatbot is much more advanced than the three bots discussed previously. In these types of chatbots, Machine Learning (ML) and Artificial Intelligence (AI) are used to remember conversations with specific users to adapt, learn and grow over time. As chatbots have incorporated machine learning, they have become more intelligent in interpreting concepts, identifying entities, and extracting sentiment from texts. Using machine learning, Chatbots have become more efficient than ever thanks to the advanced implementation of this technology.
As an example, a contextual chatbot allows users to order food; it stores the data from each conversation and learns the user’s preferences. Chatbots eventually remember the most common order, delivery address, and payment information of the users, and only ask if the order should be repeated. Thus, with a single click, customers can place their orders, thus enjoying a great user experience.
5. The hybrid model
An AI hybrid chatbot combines rule-based and artificial intelligence (AI) technologies to provide more natural and personalized interactions with users. The hybrid chatbot is simply installed as a plugin to an organization’s existing digital customer contact platform, creating a “chatbot” agent that will have the ability to instantaneously read all incoming questions and respond as soon as it is able. The hybrid chatbot serves as a new virtual agent, but the agents’ roles and the way customers respond remain the same.
A hybrid chatbot can be put up on various channels such as :
Live Chat: Live Chat, often known as Web Chat, is a service that enables website users to communicate with a representative in real time. This feature opens as a new window for the customer on the business’ website. This chat has the benefit of providing real-time customer service.
Messaging: Messaging software comprises programs like Messenger, WhatsApp, and WeChat.
6. Voice bots
A speech bot is a contact center software that speaks to incoming callers using artificial intelligence (AI). A person’s vocal input is captured, interpreted, and evaluated via Natural Language Processing (NLP) and Machine Learning (ML), which then provides voice responses. A caller can use it to navigate an IVR menu, look into self-service options, and, if necessary, be quickly switched to live agents.
Depending on their roles and level of involvement, voice bots can differ. However, voice recognition technology generally works on the premise that a spoken word may be encoded and decoded to understand human language. With a high success rate of up to 98%, AI-powered speech recognition bots may converse with the caller by interpreting the speaker’s request using Natural Language and Speech Recognition in real-time without human assistance.
Many types of chatbot examples are seen everywhere today, across many variants of businesses and enterprises. Chatbots fill a crucial gap in customer service and marketing communication. Without increasing the effort of team members, they assist in organizing, responding to, and directing consumer issues and inquiries. For different businesses, chatbots serve different purposes., For example, a store would most likely want a chatbot to assist with placing an order, while a telecom company would like one to handle customer service issues
Therefore, one must make sure that the chatbot provider we choose offers all the functionalities we need for our business. Putting our bot on the right page of our website and giving it personality will help us get the most out of it.
Edited By – Naga Vydyanathan