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How Does A Chatbot Work?


A chatbot is a web-based software program governed by communication algorithms and artificial intelligence, which people interact with through a chat interface. Chatbots can be used in a wide range of applications from text messages to customer service phone lines, and on-site lead generation to technical support.

Chatbots are big news as, for the first time in history, more people are engaging with mobile messaging platforms (with chatbots) than social media websites. It’s easy to see why businesses are keen to invest in such a huge opportunity.

But how do chatbots actually work? Here is a brief guide to their processes and how they are able to converse successfully to give prospects the information they need. There are basically two different types of chatbots; one works by following a coded set of rules, and the other version is more advanced and uses machine learning.

1) Rule-based Chatbots

Chatbots that function determined by rules are comparatively limited and can only respond to certain commands. If the conversation veers off topic, it won’t be able to respond or understand what you mean. This type of chatbot is only as intelligent as its pre-programmed instructions allow it to be.

2) Machine Learning Chatbots

Chatbots that use machine learning, on the other hand, are able to respond to linguistic cues and contextual language rather than being limited to simple commands. They do this by using artificial intelligence (AI) combined with deep learning, natural language processing, and machine learning algorithms, and require massive amounts of data. The latest generation of chatbots therefore have the ability to become even smarter over time as they learn from conversations to increase their vocabulary and range of actions.

Choosing The Right Type Of Chatbot

Both types of chatbot are created with an intended purpose. An e-commerce business, for example, might want a simple bot that can help customers with product selection, while a mobile telephony provider such as TalkTalk might use a more sophisticated chatbot that can answer customer support questions, and respond to complaints in an appropriately realistic manner.

The Future Of Chatbot Technology

Chatbot applications are rapidly developing so it’s important to stay ahead of the game. Chatbots can now be used to automate many customer service, marketing, and sales tasks, providing a valuable source of data and freeing up your employees to focus their time on other tasks. Contact us directly to find out how our bespoke chatbots can benefit your business.

Image source: iStock


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