Artificial intelligence and machine learning are hot topics now, with chatbots being promoted by Facebook and other major organisations.
What is a chatbot?
Essentially you interact with a chatbot using Facebook Messenger as you would a normal conversation, and receive answers to your questions or inputs.
How do they work?
Chatbots use sophisticated natural language processing techniques to match queries to standard blocks of content.
For example if someone were to type, ‘when are you open?’ the chatbot might reply with a list of standard opening hours. The developers would code in a range of other options including ‘opening hours’, ‘when do you close?’, etc. What’s so interesting about the artificial intelligence component is that the chatbot will learn and improve over time based on user queries.
Why use them?
To be clear chatbots are never intended to replace good human customer service. They do however provide essential cover during out of office hours, can deal with standard enquiries very effectively and may also be useful for dealing with more sensitive queries.
Who’s using them?
A wide range of companies including TechCrunch, British Airways, Adidas and Pizza Express.
If you’d like to find out how a Facebook chatbot can help your business, please get in touch.
Thanks, great article.