How do you provide customer service to your business today? Are you able to provide fast, high-quality service to all your customers? Currently, the smartest way to ensure immediate and effective customer service is through the use of bots. However… How do you know which bot is best for your company? That’s what we’re going to talk about in today’s article. Keep reading!
WHAT IS AN ARTIFICIAL INTELLIGENT ROBOT?
Robots, also known as bots, are software programs programmed to automatically respond to actions requested by people, whether online or via phone calls. There are robots that perform a range of tasks, but we will focus on customer service, which is our strong point. For example, when you start contacting a company through the chat on their website and are immediately answered, it is usually a bot that is assisting you. OK, you understand what a robot is.
Now, let's talk a little about artificial intelligence.
Artificial Intelligence (also known simply as AI or AI) is a spain whatsapp data branch of computer science focused on developing intelligent software capable of performing tasks that are normally performed only by humans.
Let’s go back to the example of chat support. An AI robot is one that will respond to you based on what you say in your own words, without predefined options. This is called natural language understanding (NLU). The AI robot can actually have a conversation with you.
WHAT IS THE DIFFERENCE BETWEEN A ROBOT WITH AI AND ONE WITH A PRE-DEFINED SCRIPT?
Bots don't just live on artificial intelligence.
AI is a relatively new technology that is still developing. In addition to interactions that require AI, such as searching knowledge bases or interpreting open language requests, there are many other activities that can be programmed by a predefined script. For a better understanding, let's bring up a practical example again. We already understand that when we interact virtually with a company and get an immediate response, it usually means that we are being served by a bot, right? Well, when this interaction occurs in a way that you do not write free texts, but simply select options or write keywords until you get what you want, we are talking about a script-based interaction.
Scripted robots also access databases and interact with company systems to automatically retrieve information, such as duplicate invoices, existing balances, available limits, process positions, and more. While AI-based robots are more focused on interpreting questions and searching for answers in knowledge bases, such as frequently asked questions, for example.