In an increasingly digitalized business world , chatbots have become an essential tool for improving customer interaction and optimizing internal processes. Their ability to offer automated, personalized assistance available 24/7 makes them a key resource within the business strategy , with applications and benefits for both organizations and users.
What is a chatbot?
The term 'chatbot' is an abbreviation of ' chatterbot ', which literally means 'conversational robot'. Chatbots are computer programs designed to simulate a human conversation with users via text or voice. Using artificial intelligence (AI) and natural language processing (NLP), these virtual assistants understand users' questions and provide answers in an automatic, structured manner .
IBM defines chatbots as programs capable of interacting with users in a human-like manner , and while not all of them are powered by artificial intelligence, they increasingly use advanced language kuwait whatsapp data understanding techniques to interpret and respond to users' questions efficiently. These systems can be integrated into multiple platforms such as websites, mobile applications and social networks, allowing companies to maintain direct, fluid and continuous communication with their customers.
The global chatbots market was estimated at $5,132.8 million in 2022 and is expected to grow at a CAGR of 23.3% from 2023 to 2030. The increasing acceptance of customer service activities among businesses to reduce operational costs is also anticipated to drive the market growth.
In this sense, it is a tool that is part of business strategies and that must be studied within specific training options such as a Master in Artificial Intelligence & Machine Learning for Business , but also in a Master in Marketing Management .
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How does a chatbot work?
How a chatbot works depends on the type and technology it uses. Generally, there are two main types of chatbots : declarative and predictive.
Declarative chatbots : These are the simplest and work through pre-established responses based on scripts or fixed rules. They are ideal for carrying out 'structured conversations' and managing frequently asked questions about products, services or basic company data. They resemble an interactive list of frequently asked questions and usually answer common queries quickly and efficiently.
Predictive or conversational chatbots : Also known as virtual assistants, these chatbots employ advanced techniques such as AI, NLP, and machine learning (ML) to understand user behavior patterns and preferences. Over time, conversational chatbots can learn and adapt their responses based on previous interactions, offering more personalized and accurate responses.
Most modern chatbots, especially conversational ones, are designed to improve their accuracy and usefulness over time, thanks to machine learning. These types of chatbots are fed by large databases and use AI algorithms to interpret, classify, and respond to queries based on a broader context. As interactions accumulate, the chatbot can optimize its ability to respond naturally and effectively.