What is a chatbot?

A chatbot is a text or audio-based application. They allow people to interact with digital devices as if they were communicating with a real person. They can be used to simplify communication between customers and companies, for example. They are used in the B2C sector, B2B, or even by authorities and institutions and are therefore very versatile. You can find them on company websites, in online shops or on smartphones, for example. Chatbots can also be operated on various media channels such as Facebook, WhatsApp and Co.

What types of chatbots are there?

In simple terms, there are three types of chatbots. Each type has its own advantages and can be better or worse suited to certain areas of application. The different types are:

1. Rule-Based Chatbots

Rule-based chatbots, as the name suggests, operate according to a series of predefined rules. The crucial thing is that the “rule-based” variant cannot generate its own answers, but can communicate and trigger actions using an extensive question-and-answer catalog. An example of this could be a created support ticket. This type is preferred when bot users or customers want to carry out a specific task. Such tasks can be booking a concert ticket or checking train travel times. The advantages of rule-based chatbots include faster implementation of the bots, often lower costs and relatively high security. Disadvantages, however, are a “robot-like” conversation and the fact that this type of bot cannot automatically develop itself.

2. AI Chatbots

Unlike the “rule-based” type, AI chatbots use machine learning to become more intelligent and efficient over time. This type of bot is able to understand the context and meaning of a question before answering it. This leads to more “human” and natural communication. The key word in the field of AI chatbots is NLP (Natural Language Processing). One advantage of the AI ​​variant is its ability to learn independently. New information leads to a better conversation with users because the bot is constantly educating itself. In addition, multiple languages ​​can often be used and questions are answered based on context. A disadvantage, however, is that the AI ​​variant usually has to be fed with a lot of data in order to function properly. This can take some time. And of course, the data has to be available in the first place. This is where the topic of BigData plays a crucial role.

3. Hybrid Chatbots

A hybrid chatbot brings two worlds together. It works by combining the machine world with real employees. Customer inquiries can be made very easily, and if the bot reaches its limits or a real employee is required, they can intervene and help at any time. The advantage of the hybrid variant is that it combines the strengths of the machine and human sides of customer support. However, implementation can be complex, which is a disadvantage. In addition, it is more complex to provide two channels for communication. This extra effort should be justified by high demand from customers or users.

How does a chatbot work?

The function depends entirely on the type. It is important that AI chatbots, for example, use so-called “pattern matches” to generate a logical and structured answer. The concepts of NLU (Natural Language Understanding) and NLP (Natural Language Processing) are also very important. Both are methods that allow a computer to “understand” human language in text or writing. Simply put, NLU makes the chatbot understand the meaning of a text. NLP is a kind of engine for the chatbot to understand the user’s intent in the message. The most suitable answer is then automatically taken from the respective database.

Why are chatbots important?

Chatbots have numerous functions, which is why they are so important. In addition to customer service, in online shops or as a consulting tool, they can be used in many other areas. The following are examples of the advantages of chatbots:

1. They offer 24/7 customer support.
2. They reduce waiting times for customers and users.
3. They can learn and speak many languages.
4. They can collect and analyze data.
5. They can be used almost anywhere.

Which type of chatbot is right for me?

Since there are many different types of chatbots, it is easy to get confused. Deciding on the right bot for your project or company is not always easy. That is why we at Swipergy are happy to help and advise you. Feel free to contact us at info@swipergy.com or +49 (0) 9193 50 866 54

Swipergy Chatbot Services

At Swipergy, we currently offer you three comprehensive service packages . We can build and implement a chatbot according to your wishes and needs. This means you can get started right away with high quality and at the same time you have a contact person at your side. Are you already using a chatbot but are not completely satisfied with its work? We can optimize your existing chatbot. Swipergy improves it so that it meets all your wishes. As a third option, you can look forward to using the Swipergy Chatbot Cloud in the future. With the Swipergy Chatbot Cloud, you will soon not only be able to create individual chatbots for every application area in no time at all, but also operate them on our robust, scalable and secure infrastructure.

All information is provided without guarantee, errors and changes reserved. No liability is accepted for the accuracy and completeness. All brands and products mentioned are the property of their respective owners.