Gaurav Gogia student of
BVJMM 2nd Semester of #JIMSVKII has shared about the chat bots are the future of communication.
For More Query Call us on 09990474829, 011 61199191
Visit us at https://www.jimssouthdelhi.com/
Follow us on:
Facebook: https://www.facebook.com/JIMSVASANTKUNJII/
Twitter: https://twitter.com/jimsljptweets
Instagram : : https://www.instagram.com/jims_vk2/?hl=en
YouTube : https://www.youtube.com/channel/UCZgioa2rpculDY7bHlljD6g
Blog: https://jimssouthdelhi.com/blog/
Linked In: https://www.linkedin.com/in/jims-vasant-kunj-38785a85/
1. Jagannath Institute of Management Sciences
Vasant Kunj-II, New Delhi - 110070
Department of Journalism and Mass Communication
Created By: Gaurav Gogia
3. Topics to be covered
What is chatbot?
History of chatbots
Purpose of chatbot
Pros and Cons of chatbots
Types of chatbots
How chatbots work?
Why chat bots are important
Challanges faced by chatbots
Why chatbots fail?
How to prevent chatbot failure?
4. What is chat bot?
A chat bot or chatterbot is a software application used to conduct an
on-line chat conversation via text or text-to-speech, in lieu of
providing direct contact with a live human agent. A chat bot is a type
of software that can help customers by automating conversations and
interact with them through messaging platforms.
OR
A computer program designed to simulate conversation with human
users, especially over the internet. Chat bots often treat conversations
like they're a game of tennis: talk, reply, talk, reply"
5. History of chatbots
The idea of a bot came to light back in 1950 when Alan Turing's
article about artificial intelligence was published, called as
"Computing Machinery and Intelligence
ELIZA(1966) and PARRY(1972) were the first two chatbots that
were intended to understand and simulate human language.
Since then the industry has grown bigger and better especially with
the emergence of messenger bots that integrate with platforms like
Facebook, WhatsApp, Telegram, WeChat and alike.
7. Purpose of chatbot
Chatbots boost operational efficiency and bring cost savings to
businesses while offering convenience and added services to internal
employees and external customers. They allow companies to easily
resolve many types of customer queries and issues while reducing the
need for human interaction.
8. Pros and Cons of chatbots
Pros of Chatbots
Faster customer service
Constantly available
Promotes Conversational Marketing
Helps Manage Customer Requests
Cons of Chatbots
Don’t Understand Natural Language
Not Personalized or Emotive
Higher Capacity for Misunderstanding
Need to be Maintained
Expensive to Install
Limited Functionality
Losing customer insights
Bots Don’t Fit Every Business Model
9. Types of chatbots
Menu/button-based chatbots
Linguistic Based (Rule-Based Chatbots)
Keyword recognition-based chatbots
Machine Learning chatbots
The hybrid model
Voice bots
11. Challenges faced by chatbots
1. Chatbot Security
In recent months, a lot has happened regarding data privacy and security.
Customers are sensitive and protective when it comes to their personal data.
Hence, it’s crucial that you create chatbots that can assure data privacy for
your customers.
Your AI chatbots need to collect information and data which are relevant
and need to transmit it over the internet securely. If you are going to use
chatbots for customer service, then you need to absolutely make sure that
it’s safe to share information with the chatbots.
2. Understanding the Emotions and Sentiments of Your Customers
13. Why chatbots fail?
Inability to understand emotions
Lack of implementation
Humans prefer talking to humans
Inability to resolve personalized issues
Lack of transparency
14. How to Prevent Chatbot Failure?
Redirect to a Human Agent
“Please wait while we are connecting you to our expert.”
Be Honest (Transparent)
“Thanks for connecting with [Brand] BOT assistance.”
Provide consumers with specific responses
Providing limited and high-quality service is better than ruining the
customer experience.
Timely maintenance
Proper testing before deployment
