The chats are not new. They have existed for decades and now its application is beginning to have an impact on companies as both internal and external forms of communication.
The first chatbot was developed in 1966 at MIT — they called it ELIZA.
Also to discover : How do I recognize a chatbot?
ELIZA, the mother of all chatbots, answered a few simple questions about the decision-making tree.
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A decision tree is a decision support tool that uses a tree decision model and their possible consequences.
This first iteration of chatbot since then has evolved and developed, of course.
In the 1980s and 90s, the technology was implemented in automated telephone systems that used very simple decision trees, up to MSN and AOL.
As we move along the timeline, chatbot technology exploded through social and commercial channels. Why are we like this interested in them now? Why was so much attention paid to technology?
Facebook Messenger and WhatsApp have perhaps really opened their APIs, so brands can now launch and create electronic services that do everything from product recommendations to online booking and assistance up to the FAQ within this.”
There has also been a change of pace in chatbots’ ability to perceive ; now bots recognize images and recognize the voice.
There has been a change in learning , and this is where the issue of Artificial Intelligence comes into play.
The ability to look human and deal with more human conversations has undergone a huge change over the past 24 months, in terms of the intelligence and machine learning behind the chatbot.
It allows brands and services to create an interface that looks human and interacts in a way people expect to be heard and addressed.
Chatbot’s wrong ideas
At the moment, there is a misunderstanding about the capabilities of robots.
There is a very high expectation on the part of consumers about the ability of bots to be able to answer open questions.
However, this is not always the case and can be frustrating.
I think the number one misunderstanding surrounds the perceived role of a chatbot : to chat.
The current goal is to solve a problem, provide a service, and provide the customer with that service as soon as possible .
This is not an exercise to replace humans; it’s about finding new places and new ways to interact with consumers.
And, the better the bot’s quality, the more likely a brand is to attract and maintain the own public.
It’s not even about creating something that’s so conversational. People really want something that provides quick answers, connects them to a service, allow them to buy something, as easy as possible.
The Future of Chatbots
As the technology behind chatbots advances, applications and the potential of chatbots will be endless. They will become more and more intelligent, and as a result, brands will invest heavily in new areas and applications.
Today, the main use cases are within CUSTOMER SERVICE .
Why? Simple, because it’s very profitable. Because it saves companies millions of euros by automating the process.
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