A computer program that acts as if it is having a conversation with a human end user is known as a chatbot. Even while not all chatbots have artificial intelligence (AI), most current chatbots employ conversational AI methods like natural language processing (NLP) in order to comprehend the user's inquiries and provide automated replies to such inquiries. Such technologies often make use of facets of deep learning and natural language processing; nevertheless, chatbots that are far simpler have been present for decades prior to the advent of such technology. This chapter discusses chatbots' characteristics, how they work, and other topics related to chatbots.
TopIntroduction
A chatbot refers to a software application that emulates human communication in interactions with a recipient. While it is true that not all chatbots possess artificial intelligence (AI), contemporary chatbots are increasingly using conversational AI methods, such as natural language processing (NLP), to comprehend user inquiries and provide automated replies.
Chatbots have the capability to facilitate information retrieval for users by promptly addressing inquiries and requests, using text input, voice input, or a combination of both, hence eliminating the need for human involvement or manual investigation.
The use of chatbot technology has become widespread, with its presence seen in many settings such as smart speakers in households, consumer-oriented platforms like SMS, WhatsApp, and Facebook Messenger, as well as business communication tools like Slack. The most recent advancement in AI chatbots, often known as “intelligent virtual assistants” or “virtual agents,” has the capability to comprehend natural and unstructured conversations by using advanced language models. Furthermore, these chatbots are capable of automating pertinent duties. In addition to well recognized consumer-oriented intelligent virtual assistants such as Apple's Siri and Amazon Alexa, virtual agents are increasingly used inside workplace settings to provide support to both consumers and staff.
The first iterations of chatbots may be characterized as interactive Frequently Asked Questions (FAQ) programs that were designed to respond to a restricted range of frequently encountered inquiries using predetermined responses. Due to their limited ability to comprehend natural language, these systems often rely on users to choose from a set of basic keywords and phrases in order to progress the discussion. Conventional chatbot systems of a basic kind exhibit limitations in their ability to comprehend intricate inquiries, as well as respond to straightforward queries that have not been anticipated or programmed by developers.
Over the course of time, the algorithms used in chatbots have evolved to possess enhanced capabilities in terms of rules-based programming and natural language processing. Consequently, this advancement enables customers to articulate their inquiries in a conversational manner. This led to the emergence of a novel kind of chatbot that has contextual awareness and utilizes machine learning techniques to constantly enhance its capacity to accurately interpret and anticipate user questions by being exposed to an increasing amount of human language.
Contemporary artificial intelligence (AI) chatbots now use natural language understanding (NLU) techniques to interpret the semantic content of user input that lacks certain constraints, therefore addressing a range of challenges like typographical errors and language translation discrepancies. Sophisticated artificial intelligence (AI) methods are used to decipher the intended meaning behind user input. This extracted meaning is then associated with a particular “intent” that the user wants the chatbot to address. Subsequently, conversational AI techniques are utilized to provide a suitable and relevant answer. These AI technologies use both machine learning and deep learning, which are distinct components of AI, to construct a more detailed knowledge repository of questions and answers based on user interactions. The use of recent breakthroughs in large language models (LLMs) has resulted in enhanced customer satisfaction and expanded possibilities for chatbot applications.
This chapter discusses the characteristics of Chatbots, as well as the work of Chatbots, and their applications. The main topics to be covered in this chapter includes the following;
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The term Chatbot and its definition
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The Chatbot components
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How Chatbots Work
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Types of chatbots
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Common use cases of chatbots
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Benefits of chatbots
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Best practices and tips for selecting Chatbots
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Examples of Chatbots
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Chatbots in Education
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Chatbots in Medical Industry
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Common business uses of Chatbots
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Trends for Chatbots
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Future of Chatbots