What are Chatbots?
In an earlier article, I discuss the types of chatbots that were available for Customer Education professionals. It’s amazing to know that article was written almost two years ago. While the basic definition of chatbots has stayed the same, computer programs that simulate human conversation through text or voice interactions, they have become much more sophisticated with the integration of generative AI. Think ChatGPT or Claude. Chatbots are becoming increasingly popular and used in a variety of customer experience applications, from customer education and marketing to customer support and customer success. They are becoming increasingly popular as artificial intelligence (AI) technology continues to develop.
Chatbots are typically powered by a combination of natural language processing (NLP) and machine learning (ML). (If you need a refresher, check here.) NLP allows chatbots to understand the meaning of human language, while ML allows them to learn from their interactions with users and improve their responses over time.
Chatbots can be used to perform a variety of tasks in customer education, including:
Chatbots offer distinct advantages over traditional education and support methods, since they are available 24 hours a day, in multiple languages, and can handle a large number of requests simultaneously. Chatbots can also be used to automate repetitive tasks, freeing teams to focus on more complex or strategic issues.
The advances with generative AI allow chatbots to be increasingly personalized. They can now learn about users individual needs and preferences over time, and then use this information to provide more relevant and helpful responses.
How can I use chatbots?
How do I choose a chatbot?
Consider the following criteria when you choose a chatbot for your organization.
Implementation Best Practice Checklist
When you’re ready to get started, use this list for guidance.
What chatbots are available?
The chatbots that made this list are either already part of an existing tech stack, or have appeared in more than one list online. This list is by no means a recommendation, but places to start researching.
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References
https://landbot.io/blog/no-code-chatbot-development