Although the use of chatbots has become widespread among companies, the benefits they can bring depend, to a large extent, on their configuration and functions. Read on to learn about the types of chatbot .
Although perhaps when thinking of a chatbot, artificial intelligence comes to mind directly, it doesn’t have to be that way. In addition to the fact that a chatbot doesn’t necessarily have to be united with Artificial Intelligence , it’s not something limited to large companies because of the elaborate configuration and maintenance they require.
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There are very simple chatbots, which solve simple but very useful problems, within the reach of any company. Beyond distinguishing between dumb chatbots or smart chatbots (also known as AI Chatbots for having AI techniques), we at Aunoa believe that a correct ranking of chatbots could be done following three parameters: the way in which it interacts with users, its practical application and the technology used.
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Types of chatbots according to how you interact with the user
If we look at the way chatbots interact with the user, we can classify them into three types. In the first, chatbots interact with the user only by text , i.e. written using words only, and are the most basic type. They are often used especially in channels with the most format limitations, such as SMS.
The second type, the most used today, uses text, but enriched with images, emoticons, gifs, interactive buttons, etc. This makes the interaction much more enjoyable, at the same time informal and personal communication, always modulated according to the communication profile of the company.
In the third type, we already interact directly with the voice with the chatbot; these types of attendees, very popular due to the appearance of voice assistants such as Siri, Cortana or Alexa, still have a limited market as there is still no definite habit of using these channels beyond general use and their programming environments are restrictive.
Types of chatbots according to their practical application
Chatbots can also be classified depending on the use we want to give them. Thus, we can distinguish between those intended for marketing tasks, those used for customer support and service, and chatbots for sales or ecommerce Marketing chatbots are basically used to generate leads and facilitate the collection of customer data , with which later create campaigns or simply improve the experience of use.
In customer support and service , chatbots are a huge step in improving and automating processes. They offer immediate service, and with absolute availability, solving one of the major historical problems of customer service centers, especially at times of campaign or peak.
Simply automating the questions that users ask most often has been shown to have a very high impact, as most user questions tend to deal with very similar issues.
In the case of sales and e-commerce or e-commerce , chatbots act as purchasing assistants, facilitating the entire purchase process from start to final payment. They make suggestions to users based on their profiles, help find products, inform the user about the status of their order or their return and ultimately creating a shopping experience that will enhance user loyalty.
Types of chatbots according to the technology used
Depending on the recognition and response technology they use, chatbots can be classified into four types : response by text interaction or ITR, machine learning, keyword recognition, and cognitive.
ITR chatbots don’t usually use Artificial Intelligence. They work in a very simple way, with predefined menus and decision trees, as navigation. Although this type of chatbot is not useful for complex issues, it is very useful for the user or client to self-manage some services without requiring human attention, such as reporting incidents.
Machine learning chatbots use Artificial Intelligence, and therefore their development and training is more complex. They are able to have natural conversations and learn from experience, that is, they use NLP (Natural Language Processing) and ML (Machine Learning) technologies and represent a very important qualitative leap, both in technology and functionality.
To do this, they work with important volumes of data and need constant training, both for improvement and not to fall into improper behaviors due to learning the negative features of use of some users, a phenomenon that is very common in the field of AI.
Keyword recognition chatbots are at an intermediate point. They do not use Artificial Intelligence, but rather work by identifying keywords in the conversational environment and providing programmed responses to those words.
Although they are simple and have obvious limitations, they can be very useful, especially as a complement or replacement of a traditional search engine in the function of answering frequently asked questions.
Finally, cognitive chatbots, also based on Artificial Intelligence and Machine Learning, go a step further and are able not only to understand natural language and user intentions but to interpret them within a much larger context. This contributes to a much wider use of the chatbot by allowing the user to change language context at any time, in other words to change the subject when they consider without the wizard ‘losing thread’ of the conversation.
Obviously these chatbots are the most complete, combine the best of all models and are able to carry out all kinds of tasks, and although technologically they are infinitely more complex than those of the first block, the state of current art allows its use not to be unreachable for commercial use by companies.
Choosing the type of chatbot that best suits the needs of the company is not an obvious task as it is not a highly developed sector and the options are not easy to find, so it is important to find similar use cases and be clear about the start approach and where you want to get to perform a progressive implementation.
At Aunoa we help you develop the most suitable solution for your company with our own technology and conversational artificial intelligence supervised and trained by our team of professionals.
Our service allows for record-time deployment on conversational interfaces such as Whatsapp or Facebook, with ability to transfer conversations from AI chatbot to call center to manage them quickly and efficiently. Don’t miss the opportunity to get close to your customers on the channels they use most, through any type of chatbot. Do we do a ademo?