WHAT IS AN

WHY IT'S SO POPULAR

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INTRODUCTION
Chatbot is a computer program that simulates
human conversation through voice commands or
text chats or both. Chatbot, short for chatterbot, is
an artificial intelligence (AI) feature that can be
embedded and used through any major messaging
application.

There are a number of synonyms for chatbot,

including "talkbot," "bot," "IM bot," "interactive
agent" or "artificial conversation entity."
 PROS
customer service and support 24 hours
a day, 7 days a week and free up phone
lines
far less expensive over the long run than
hiring people to perform support
can collect data about customer queries,
response times, satisfaction, and so on

CONS
may not fully comprehend a customer's
input and may provide incoherent
answers
chatbots can be expensive to implement
and maintain, especially if they must be
customized and updated often.
 EXAMPLE
The government of India informed people via chatbot during
the pandemic

During the Covid-19 outbreak, the government of

India collaborated with conversational AI
company Haptik to develop a WhatsApp chatbot
to counteract misinformation, quickly address
people’s questions, and educate them. Within five
days, Haptik created a chatbot that can react in
both Hindi and English.

It answered 110 million queries and users can access

information about the virus, symptoms, safety
precautions, and other topics of interest using
chatbots.
 REASON

AI chatbots simulate human

conversation using NLP and machine
learning to understand and respond to
user queries through text or voice
interactions.

They are popular for their cost-

effectiveness, 24/7 availability, instant
responses, and scalability, which
improves customer experience and
reduces costs.

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 ARCHITECTURE
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| User Interface |
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|
v
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| Natural Language |

| Processing (NLP) |
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|
v
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| Dialogue |
| Management |
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|
v
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| Knowledge Base |
+------------------+
|
v
+------------------+
| Integration |
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|
v
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| Analytics |
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The architecture of a chatbot depends on the type of
chatbot and the underlying technology used. However, a
general architecture of a chatbot can be broken down
into the following components:

1. User Interface - This is the front end of the chatbot

that the user interacts with. It can be a messaging
app, website, or any other interface that enables
text or voice communication between the user and the
chatbot.
2. Natural Language Processing (NLP) - This component
enables the chatbot to understand and interpret the
user's message. NLP uses machine learning algorithms
to analyze the text or voice input, extract meaning
and intent, and generate an appropriate response.
3. Dialogue Management - This component determines the
chatbot's response based on the user's intent and
context. It uses rules-based or AI-based algorithms
to generate an answer that is relevant, informative,
and conversational.
4. Knowledge Base - This is the database or repository
that contains the chatbot's knowledge and
information. It can be pre-defined, user-generated, or
a combination of both. The knowledge base is used to
provide answers to the user's questions and to
personalize the chatbot's responses.
5. Integration - This component enables the chatbot to
connect with other systems and services, such as CRM,
ERP, or payment gateways. Integration can be done via
APIs, webhooks, or other protocols.
6. Analytics - This component tracks the chatbot's
performance and user behavior. It provides insights
into user engagement, satisfaction, and conversion
rates. Analytics can be used to optimize the chatbot's
design and improve its effectiveness.

TYPES OF CHATBOTS

R
RUUL
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Rule-based chatbots are also referred to as decision-
tree bots. As the name suggests, they use a series of
defined rules.

Rule-based chatbots map out conversations. They do

this in anticipation of what a customer might ask, and
how the chatbot should respond.

Rule-based chatbots can use very

simple or complicated rules. They can't,
however, answer any questions outside
of the defined rules.
A
AII C
CHHA
ATTB
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AI chatbots use machine learning understand the
context and intent of a question before formulating a
response.

AI chatbots enable teams to scale their efforts and

provide support around the clock while freeing agents
to focus on conversations that truly need a human
touch.

These chatbots generate their own

answers to more complicated
questions using natural-language
responses.
H
HYYB
BRRI
IDD C
CHHA
ATTB
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This term is used to market chatbots with a live agent
hand-off feature.

A hybrid chatbot is a program that dialogues with

humans to provide an automated and personalized
reply. It intervenes only through an instant messaging
channel in addition to the agents

A hybrid chatbot can take

advantage of the existence of
agents on the same
communication channel to
answer only the requests that
it is certain to have
understood.
Applications

1.Customer Service

2.E-commerce

3.Healthcare

4.Personal Assistant

 CUSTOMER SERVICE

One of the most common

applications of chatbots is
in customer service. By
integrating a chatbot into
their website or messaging
app, businesses can provide
24/7 support to their
customers without having to
hire additional staff.

Customer service chatbots

can handle a variety of
tasks, such as answering
frequently asked questions,
providing troubleshooting
assistance, and even
processing refunds or
exchanges. They can also be
programmed to escalate
more complex issues to a
human representative if
necessary.

 E-commerce

Another popular application

of chatbots is in e-commerce.
By integrating a chatbot into
their online store, businesses
can provide personalized
recommendations to customers
based on their browsing and
purchase history.

E-commerce chatbots can also

handle transaction
processing, allowing
customers to complete their
purchases directly within the
chatbot interface. This
creates a seamless shopping
experience for the customer
and can increase sales for
the business.

 Healthcare

Chatbots are also being used in

the healthcare industry to
provide remote patient care
and support.

Healthcare chatbots can assist

patients with medication
reminders, symptom tracking,
and even mental health
counseling.

They can also be used to triage

patients and determine the
urgency of their medical needs,
directing them to the
appropriate level of care. This
can help reduce wait times and
improve overall patient
outcomes.
 Personal Assistant

Personal assistant chatbots are

designed to help individuals
manage their daily tasks and
activities. They can schedule
appointments, set reminders, and
even order groceries or make
restaurant reservations.

These chatbots can be

integrated into various devices,
such as smartphones and smart
speakers, allowing users to
access their personal assistant
from anywhere. They can also
learn from user behavior and
preferences to provide more
personalized recommendations
and assistance over time.

Future scope
Smart homes and Internet of Things (IoT): Chatbots
will be integrated into smart home systems and IoT
devices, allowing users to control their devices
through natural language interactions.

Human resources: Chatbots will be used to

streamline the hiring process, answering candidate
questions, scheduling interviews, and even
conducting initial screenings.

Personal finance: Chatbots will be used to

provide financial advice, manage investments,
and help users save money.

Retail: Chatbots can be used to provide

customers with personalized
recommendations, answer questions, and
help with the purchasing process.