The relationship between customer and brand interaction completely transformed with the invention of chatbots. Being able to imitate conversations and offering immediate, digital connection, chatbots came across businesses like a firestorm. It was even predicted by Gartner that by 2021, 50% above enterprises will pay out more on bot and chatbot creation as compared to the old mobile app development.
Businesses, other than industries are making the best use of chatbots. Chatbots, on one hand, are acting as 24/7 customer service agents for one business, whereas helping the other by giving data points to anticipate the behavior of the user. However, technology, programming, and the type of chatbot depend mostly on the customer base it will be serving. Below are the 6 main types of chatbots that are used to simplify the manner of interaction between businesses and their customers.
6 main types of Chatbots
The six main types of chatbots commonly used are:
1. Scripted/Quick reply bots
This type of chatbot, as the title indicates, is the one that is used to interact with the end customer via a predefined knowledge base and technical abilities that can capably respond to fixed instructions only. In this manner, the queries need to be lined up with the language programmed in the chatbot.
2. Natural Language Processing (NLP) Chatbots
Generally, chatbots are considered as one of the biggest applications of AI. At its core, chatbot makes use of an Artificial Intelligence technology - Natural Language Processing (NLP) to depict user’s input such as text or voice to an intent. Messages are classified in NLP chatbots and then, in order to obtain variables for an answer, language parsing is done.
3. Service/Action Chatbots
In order to complete the user’s request, these types of chatbots question relevant information from the user or take a certain action. The Airline industry mostly makes use of this type of chatbot. These are used by customers to check their flight booking, price of flight reserving, and also to check the statuses.
4. Social Messaging Chatbots
Social messaging chatbots are amalgamated within a social messaging platform such as Messenger, WhatsApp, Telegram, Slack, etc, allowing customers to directly communicate with the bot, similar to the way they do with their family or friends.
5. Context Enabled Chatbots
The most advanced form of conversational bots are the contextual chatbots. In order to remember the conversations that happened earlier, these types of chatbots make use of Machine Learning and Artificial Intelligence, with particular users, to learn and grow with the passage of time. Contextual chatbots learn by experience with the user. A few examples of these chatbots are Google Assistant, Siri, Alexa, etc.
6. Voice-Enabled Chatbots
These types of chatbots make personalized experiences for users. Voice-enabled chatbots accept the user’s input when he/she speaks, act upon his/her request, reply to his/her queries, and perform numerous creative tasks. By using text-to-speech (TTS) and voice recognition APIs, businesses can make their own voice-activated chatbot.
Different Chatbots for Business