Artificial intelligence (AI) chatbots are transforming customer service across industries, and the information technology (IT) sector is no exception. Chatbots leverage natural language processing and machine learning to understand user questions and provide automated resolutions. As IT companies seek to improve customer satisfaction and reduce IT support costs, AI chatbot development services have become a critical investment.
1. What is an AI chatbot development?
A chatbot, at its most basic, is computer software that replicates and processes human interaction (either written or spoken), allowing humans to communicate with digital devices as if they were speaking with a real person. Chatbots can range from simple programs that respond to a single-line question to complex digital assistants that learn and adapt to provide greater degrees of personalization as they receive and analyze data.
Whether you realize it or not, you've undoubtedly engaged with a chatbot. For example, you may be researching a product on your computer when a popup appears on your screen asking whether you want assistance. Maybe you're on your way to a concert and use your smartphone to seek a ride through chat. Alternatively, you may have used voice commands to purchase a coffee from your local café and received a response informing you when your order would be ready and how much it will cost. These are various instances in which you could come across a chatbot.
2. How do chatbots work?
Chatbots process data to respond to a variety of queries using AI, automated rules, natural language processing (NLP), and machine learning (ML).
Chatbots are classified into two categories.
Task-oriented (declarative) chatbots are programs that specialize in a specific function. They provide automated yet conversational replies to user inquiries using rules, NLP, and very little ML. Interactions with these chatbots are extremely detailed and organized, and they are best suited for support and service functions—imagine comprehensive, interactive FAQs. Task-oriented chatbots may answer routine inquiries, such as inquiries about company hours or basic transactions with few variables. Though they employ NLP to provide end users with a conversational experience, their skills are rather limited. These are the most popular chatbots right now.
Data-driven and predictive (conversational) chatbots, which are far more intelligent, interactive, and customized than task-oriented chatbots, are often referred to as virtual assistants or digital assistants. These chatbots are contextually aware and use natural language understanding (NLU), natural language processing (NLP), and machine learning (ML) to learn as they go. They utilize predictive intelligence and analytics to personalize content based on user profiles and previous user behavior. Over time, digital assistants may learn a user's preferences, provide recommendations, and even foresee requirements. They can start dialogues in addition to monitoring data and intent. Consumer-oriented, data-driven, predictive chatbots such as Apple's Siri and Amazon's Alexa are examples.
Advanced digital assistants may also integrate many single-purpose chatbots under one umbrella, gather dissimilar information from each of them, and then use this knowledge to execute a job while keeping context—so the chatbot does not become "confused."
3. Reasons to implement chatbots in your business
According to Gartner, by 2022 over 70% of typical workers will interact with conversational platforms daily. For IT help desks, chatbots can significantly reduce ticket volumes and liberate agents to focus on complex issues. The most well-trained bots can understand context, ask clarifying questions, search knowledge bases, and learn from each interaction. Key benefits for IT support include:
24/7 availability: Using AI chatbot development services can provide an always-on channel for basic troubleshooting and software how-to. Simple requests can be resolved anytime without any delay.
Increased efficiency: Chatbots deflect routine inquiries and surface knowledge base articles, freeing live agents for higher-value work. Gartner predicts AI will contribute $2.9 trillion of business value by 2021.
Improved customer satisfaction: Customers appreciate quick, accurate self-service for common issues. Smooth hand-offs between bots and agents prevent repetitive explanations.
Valuable data insights: Chatbot conversations generate vast volumes of data on customer pain points, product flaws, documentation gaps, and more. IT teams can have an unprecedented view of the voice of the customer.
Assisting HR tasks: Chatbots have a substantial influence on human resource management. AI Chatbots may be able to assist HR managers in addressing the issue of time-consuming and inefficient employee inquiry management techniques.
Multilingual: One big advantage of chatbots is that they can be trained to respond to client inquiries in their native language. Multilingual bots allow your company to enter new markets while also tailoring the experience for your audience.
4. Which big tech company technology offers AI chatbot development services
IBM Watson Assistant: With advanced NLP, Watson can understand slang, idioms, and industry jargon. It integrates with most communication channels and has robust analytics.
AWS Lex: Amazon's conversational AI service helps build chatbots with automatic speech recognition (ASR), natural language understanding (NLU), and automatic text-to-speech (TTS). It scales easily for enterprise workloads.
Google Dialogflow: This development suite has prebuilt agents for common conversational scenarios and in-depth analytics. It connects with contact center platforms and telephony systems.
Freshworks Freddy: An affordable and easy-to-use option, Freddy understands 13 languages and can automate routine support tasks. It's built for non-technical users.
5. Key success of chatbots when using AI chatbot development services:
Implementing an enterprise-grade AI chatbot requires thoughtful planning and execution, and tightly collaboration with the AI chatbot development services team. Here are the best practices:
Start small, then scale up: Run a limited pilot to refine the chatbot's training before expanding to a broader audience. Both you and your AI chatbot development services team gather pieces of information and customer feedback to improve responses.
Promote the chatbot: Educate customers on the chatbot's availability and appropriate use cases through emails, and ads and by integrating it into existing self-service channels. Track usage metrics.
Continuously enhance the AI: Leverage logs of all interactions to identify knowledge gaps and train the bot on new questions. The more conversations, the smarter it gets.
Keep a human option: Even the best chatbots have limitations. Make it easy for customers to be transferred to a live agent when needed.
Integrate with ITSM platforms: Ask your AI chatbot development services to integrate bots with service desk systems like ServiceNow or Jira Service Desk to automatically create tickets or update records based on conversations.
Make conversations natural: Usually, many AI chatbot development services will develop bots with small talk, empathy, and humor to make chatting with a bot feel more human. Virtual assistants from leading tech companies hold remarkably natural conversations.
Protect user data: Apply appropriate measures to secure personal information collected by chatbots and comply with regulations. Encrypt data, obtain consent as needed, and anonymize logs.
6. The future of chatbots
What direction will chatbot evolution take? Chatbots, like other AI technologies, will be used to augment human skills and free humans to be more creative and imaginative, devoting more time to strategic rather than tactical tasks.
When AI is paired with the advancement of 5G technology soon, companies, employees, and customers are expected to benefit from increased chatbot capabilities such as speedier suggestions and forecasts, as well as easier access to high-definition video conferencing from inside a discussion. These and additional possibilities are being investigated and will expand rapidly as internet connectivity, AI, NLP, and ML progress. Every person will eventually be able to carry a fully capable personal assistant in their pocket, making our world a more efficient and connected place to live and work. When AI is paired with the advancement of 5G technology soon, companies, employees, and customers are expected to benefit from increased chatbot capabilities such as speedier suggestions and forecasts, as well as easier access to high-definition video conferencing from inside a discussion.
These and additional possibilities are being investigated and will expand rapidly as internet connectivity, AI, NLP, and ML progress. Every person will eventually be able to carry a fully capable personal assistant in their pocket, making our world a more efficient and connected place to live and work.
Chatbots leveraging machine learning and NLP, also AI chatbot development services are rapidly improving in their ability to handle customer inquiries. In the IT industry, they present a huge opportunity to enhance service delivery and unlock support efficiencies. As more CIOs embrace conversational AI, the technology will continue advancing. Within a few years, virtually every IT organization will have virtual support agents handling certain routine tasks. AI chatbots are delivering results today and represent the future of IT customer service.