“How are you feeling?”, it asked. “A bit down.”, I typed in my reply. “Would you like to tell me more?”, came the response.
This was a conversation I had with my Apple 2e computer in the early eighties, running a chatbot therapist program. What seemed amazing then, was just a programmed set of responses in basic to a bunch of statements. There was no artificial intelligence, and yet our desire to converse with an intelligent computer always made the experience surreal, and our hearts lighter.
Fast forward 30 years or so, and artificially intelligent chatbots are present in so many customer engagements. I have no doubt that this will soon be the standard for first level customer engagement across sales, marketing and technical service. So why the big change? What has happened over the years that we are now happy to be served by an artificially intelligent chatbot? The answer lies in the difference between a programmed chatbot and an artificially intelligent chatbot.
A scripted chatbot doesn’t carry even a glimpse of A.I., whereas artificial intelligent bots are built on Natural Language Processing (NLP) and Machine Learning (ML).
Knowing that AI and Machine Learning are making bots more self-sufficient, we can move from the basics of customers receiving answers to generic FAQs to personalised responses where the chatbot learns from the past and improves future conversations.
But we don’t need to stop there. What makes chatbots really powerful in the world today is their unique ability to communicate, access information, make decisions in real-time, integrate to booking systems, sending of product information, process orders and so much more.
This gives us the freedom to free up people resources and reserve their time for “human-response-type-activities’ or especially in terms of customer service escalations when a human just does it better.
So, if you are not sure where to start, let Kaskade.Cloud assist – book your free chatbot assessment below and get free time to do more of what your business will benefit from.
Book a free chatbot assessment.