What Is an AI Chatbot?
These are programs that simulate human-like conversations with users who visit your website. They have become increasingly popular over the years, making business processes, such as customer service, sales, and human resources, more efficient. They are programmed to operate on their own using a process called Natural Language Processing (NLP) along with artificial intelligence, as well as the annotation of human data.
What’s cool about this is that AI chatbots become smarter over time. They are often described as one of the most innovative and promising technologies that interact with humans. AI-powered chatbots can understand free language but can also have a predefined flow so they can address the user’s problem. These chatbots can actually go from one point of conversation scenario to another when needed and address random user requests at any moment.
How Does NLP in Chatbots Work?
We’ve discussed that AI chatbots have what you call Natural Language Processing or NLP. But what exactly is NLP? This involves 2 processes: Natural Language Understanding (NLU) and Natural Language Generation (NLG).
Natural Language Understanding (NLU) – this is how the chatbot understands human language. It is the process of converting text into structured data for a machine to understand.
National Language Generation (NLG) – changes structured data into text.
Think of it like this. If a user types in “Where is your nearest office in Virginia?” the chatbot will break down the sentence into “Intents” and “Entities.”
The Intent is the action or request the user wants to perform or information they want to get. On the other hand, the Entity is the detail that complements the Intent. This can be the date, location, size, flavor, and more.
Therefore, with the previous example, “nearest office” is the Intent while “Virginia” is the Entity.
The main step in the NLP mechanism include:
- Tokenization – This is splitting the sentence into different parts, words, or tokens
- Part of speech tagging – This determines what part of speech the words on the sentence are.
- Stemming – This is shortening the word into its basic form
- Named Entity Recognition – This is finding the entities in the text that the user typed in.
- Sentiment Analysis – This is the ability of the computer to recognize the user’s mood or emotions
How Do AI Chatbots Impact Your Customer Service?
According to Facebook’s statistics, 56% of people would rather message than call customer service. And Hubspot’s research shows that 71% of people want to use messaging apps to get customer help because they want their problems solved quickly.
With all these numbers, you can see that many are opting to use messaging to engage with a business rather than the traditional phone call.
AI chatbots in particular streamline interactions between your client and your services, which improves customer experience. It also offers you new opportunities for better engagement and operational efficiency, reducing the typical cost of customer service.
To ensure success, your chatbot should be able to effectively perform both of these tasks. Above all, human support still plays a key role in customer service, but at a more limited level. Human intervention is important in configuring, training, and optimizing your chatbot system.
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If you want to know more about our services, don’t hesitate to get in touch with us today.
