Chatbots are the new viral thing that every business wants to use these days. In this article we will look into what is a chatbot and how does it work? Also, if it will affect support staff and will you even be able to recognize if you are chatting to a chatbot? How will a chatbot look in 5-10 years?
What is a chatbot?
A chatbot is a software or a computer program that works on artificial intelligence. It can communicate with humans on behalf of you through messaging or audio mainly using the internet. Chatbots are widely being used on websites, mobile applications, and on the telephone. It also is the most advanced mean of conversation between machines and human beings. Having said that, chatbots only communicate using the answers saved in advance.
How does a chatbot work?
A chatbot takes response from a user and looks for similar entities in its database. It then returns the response using the stored information. For example, if you send a message asking about the working hours of a business, the chatbot will go through its database and find relevant information. And, in a matter of seconds, it will reply you back with full working hours’ schedule of that particular business.
Will chatbot affect staff?
Chatbots can certainly affect staff and the number of humans hired as support staff could reduce. Businesses could save a lot of money by just programming chatbots to do the work of their staff. The jobs most at risk could be all of the following:
- Customer Service Agents
- Social Media Assistants
- Personal Assistants
However, many companies are still preferring humans over bots for their client and customer’s interactions. But, with the pace of it, surveys show that about 80% of businesses are going to use chatbots by the year 2025. This goes out to show that chatbots are eventually going to affect support staffs but it will take its time.
Will you be able to identify if you are talking to a bot?
Chatbots are getting more like humans and it's going to be tough to recognize if you are talking to a real human or only a chatbot. More and more accurate programs are being developed to make the chatbots sound exactly like a human in order to bring authenticity and reduce staff. But, if you really want to know if it’s a chatbot that you are talking to or a human then you could do so by asking unconnected questions.
A chatbot will only be able to answer questions related to the business using its pre-stored information. Whereas, a real human will most probably be answering anything, either about the business or outside it. Also, a chatbot will be obvious and to the point, whereas a human will understand you better and give alternatives to your choice as well.
The future of chatbots
Over the core of the last decade, technology has come a long way, especially in the field of artificial intelligence. Similarly, the future of chatbots looks bright. The reason why chatbots are proving out to be very helpful for many businesses but a lot is yet to be done. It's too soon to call chatbots the king of AI. Moreover, chatbots still have some limitations that we need to understand. Restricted only at messaging and answering messages, for now, chatbots need a lot of development and time.
Chatbots are a well-timed innovation that is only going to help businesses better with each passing day. Experts claim that in the next 4 to 5 years, people are going to talk more to the chatbox as compared to their spouse. Some experts even claim that in the near future, chatbots are going to do a lot more things than what they currently do. This includes talking, thinking, drawing insights, establishing a relationship with customers and much more, just like a human being.