Chatbot

A chatbot, derived from “chat robot” (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation of a human being through text or voice interactions. Chatbots can be customized and used on mobile devices, web browsers and on popular chat platforms such as LINE Messenger, Facebook Messenger, or Slack. A user can ask a chatbot a question or make a command, and the chatbot responds or performs the requested action. Chatbots can be implemented as rule-based/menu-based interaction providing menus for user to select from, or can add intelligence to the conversion using Natural Language Understanding (NLU) to enable artificial intelligence to allow the Chatbot to understand the intent of the user.

Benefits of Chatbot

• Enhanced Customer Experiences

  With Chatbot services, corporates can choose to deploy on the platform that the customer is already engaged in such as LINE Messenger Official Account so that the customer is familiar in the environment and can respond according to customer’s expectations.

• Enhanced Flexibility

  Customers can choose to interact with the Chatbot through voice or text, which meets their personal preferences or their convenience such as voice while driving a car, or text when in an environment where voice is not permissible or convenient.

• Increase Efficiency

  Because Chatbot is an automated system, Chatbot can provide 24/7 services to users, providing higher business efficiency

Application for Chatbot

• Contact Center Automations

  Chatbots can be implemented in Contact Center solutions such as providing Automated Voice Response for incoming voice calls. Customer can perform tasks such as account balance inquiries, requesting customer support using voice recognition or schedule a callback without having to involve an agent.

  Chatbots can also be implemented as a Self-Service WebChat or Instant Messaging such as on LINE Messenger, Facebook Messenger or the Corporate Webpage WebChat services. As Instant Messaging service is a quick and easy way for users to get in touch with the company.

• Enterprise Productivity

  Chatbots can be integrated with Enterprise backend systems to provide automated assistance between corporate users and the backend systems. Examples are, finding the available time for all the users who will be attending the meeting together, integrating with HR systems for annual or sick leave or check marketing performances.

• Virtual Assistant

  Chatbots can be used as a Virtual Assistant providing automated tasks such as Home Automations which enables the user to control home appliances via IoT devices, Personal Assistant can also help in tasks such as remainders and many more.