As quickly as chatbot skills have developed, so has chatbot technology. For the time being, chatbots can be generically divided into three categories. The technical difficulty of the three categories distinguishes them, specifically:
1. Basic chatbots
2. Intelligent chatbots
3. Chatbot hybrids
Simple chatbots, often known as rule-based bots, are known for their constrained functionality. They are tailored to tasks. Consider these to be IVRS on chat. As a result, the consumer can choose from the alternatives presented by the bot to ask questions and receive answers to their questions. The chatbot won’t draw any conclusions from prior exchanges. These chatbots work best in simple conversations. They are incredibly easy to construct and train.
Example: Ordering Pizza
The direction of the conversation is decided when a customer engages with a chatbot to place a pizza order. The chatbot will ask you the same questions as a phone operator would when taking your order. starting with the pizza’s size, crust, toppings, and cheese content. Next, the address and payment method will be requested. The customer merely needs to click through the steps to finish placing their order because they are clear-cut.
2. Intelligent chatbots:
Smart chatbots using AI are made to mimic conversations with customers that are very similar to those of real people. They can communicate freely and comprehend language, intent, and sentiment. Programming is needed to enable these chatbots to comprehend the context of interactions. They require a lot of data to understand and are far more difficult to implement and execute.
AI-enabled intelligent chatbots are created to mimic interactions with clients that are similar to those of real people. They are able to converse freely and comprehend language, sentiment, and intent. To enable these chatbots to comprehend the context of interactions, programming is necessary. They require a large amount of learning data and are far more difficult to implement and execute.
Example: Virtual Assistants
Smart chatbots have been upgraded to become virtual assistants. For instance, Siri picks up knowledge from every interaction with people. Another advantage of intelligent chatbots is that they can converse in small talk. Smart chatbots are programmed to respond with the most pertinent information using an open domain resource, but they learn best by gathering data in real-time. Because it requires enormous amounts of data, note that businesses have not yet developed a bot that functions to the same extent as virtual assistants. However, in theory, intelligent chatbots would function as virtual assistants within web applications.
3. Chatbot hybrids:
They are a fusion of straightforward and sophisticated chatbots. The chatbot spectrum has two extremes: basic chatbots and intelligent chatbots. Simple chatbots will always need to be made smarter, while smart chatbots will always need to be made simpler. Chatbot hybrids fill that gap in the market. Hybrid chatbots can comprehend purpose and context and do some rule-based activities. They become a well-rounded tool for firms to communicate with clients as a result.
Example: Medical Diagnosis
The features of simple and intelligent chatbots are combined in chatbots that assist with medical diagnostics. Visitors can ask the bot questions about their health, and the bot can narrow down the range of potential diagnoses by asking for symptoms in a rule-based fashion. Visitors will be able to back and forth, select various options, and provide additional information until the bot focuses on their ailment and suggests treatments for it.
Simple and intelligent chatbots are combined to create hybrid chatbots:
So, the right chatbot for you is…
Asking yourself the following questions can help you determine which form of chatbot is best for you.
What will the chatbot be used for?Both tasks and inquiries can be assisted by chatbots. A straightforward chatbot will do if your company’s needs are limited to particular tasks. An AI chatbot is required if you receive open-ended consumer inquiries. On the other hand, a hybrid chatbot can be modified to meet your company’s demands. For instance, a web store may need to build up rule-based options to gather details like garment type, size, and color as well as context-specific inquiries about your return policy and order status.
What are your customer-facing teams’ responsibilities, and how will they change over time?Your teams work on challenging issues, and a large portion of what they do involves product expertise. A chatbot is your best choice if your staff is already occupied with everyday inquiries. Your employees may concentrate on consumers with more urgent issues once the FAQs have been addressed. You can spend time teaching chatbots after they are installed.
Do you want to buy or build?Your company’s requirements will determine whether you should design or purchase a chatbot. If you want to construct a chatbot, you’ll need technical know-how, a tons of data from consumers with billions of accounts, and sophisticated use cases that aren’t covered by ready-to-use technologies.
On the other side, you won’t need to hire engineers if you want to purchase a chatbot for this specific use case. It is therefore wiser to look for chatbot software that enables you to automate procedures that are a bottleneck for your staff. These chatbots can typically be employed to gather data, provide status updates, create leads, or respond to frequent client questions. The teams who work with them can deploy them because they don’t require any technical dependencies.
Now you know the types of chatbots. Here’s what’s next!