Today, we all know how fast the world is moving. Due to the
advancement of new and emerging technology. Taking the example of Scientists
and researchers are trying to automate everything to be more productive at their
work or to build residency on a different planet. Similarly, nowadays how the way users
interact with different businesses has evolved rapidly as we may notice the
shift from traditional channels such as email, phone to a more real-time
conversational messaging platform like a chatbot. Automation technology such as
Robots which make use of Artificial Intelligence has already made footprints in
customer support. This technology also started providing IT support and IT
Service Management (ITSM). The main goal of any business is mainly to improve
its efficiency and minimize the overall cost.
According to one of the industries reports it to estimate
that there will be around $8 billion in annual savings from chatbots, with 80
per cent of businesses considering implementing them in their organization.
Due to development in Artificial Intelligence, it helps us to
revolutionize our work environment in the way we communicate with other
functions and in our day-to-day job. How Alexa and SIRI are helping us to perform
some of the basic tasks to how self-driving cars playing their role. In today’s
digital environment, real-time engagement is key to gain a competitive
advantage and deliver a great experience. Customers are not willing to fill up
a lengthy ticket form and wait for hours to get a response.
Due to the advancements in Machine Learning, Deep Learning
and Natural Language Processing (NLP) have resulted in more practical use cases
of Artificial Intelligence (AI).
One of the recent and mostly use application which uses
Artificial intelligence in its backend is Chatbot. Most of the organization are
using or willing to use this technology to improve its work efficiency.
What is a Chatbot?
In simple terms, we can say that chatbot is nothing but an AI
application which somewhat behave like humans. Let’s elaborate it.
A chatbot is an Artificial intelligence application that
interacts with users, using a conversational platform. AI, Machine Learning
(ML) and Natural Language Processing (NLP) are the backbones in the development
of a chatbot. Chatbots engage in real-time human-like conversations to make
every day works simpler, easier and more efficient.
In one of the recent article Gartner mentioned that “By
2020, the average person will have more conversations with bots than with their
That’s how the world is changing at a rapid pace due to
Chatbots tries to improve the overall ITSM efficiency and
productivity by handling routine employee issues much faster which can’t be
achieved manually. Nowadays, each and every organization whether it’s a big MNC
or a start-up are trying to automate their work. They understood, Automation is
a key business priority among IT leaders today and therefore, a chatbot is a
next-gen automation tool in order to achieve more with less. Chatbots deflect
trivial tickets being sent to human agents. When chatbots are used for IT
support, virtual agents interact with the users through a conversational UI to
solve queries faster and be available 24/7. Chatbots are designed in such a way
that it tries to learn from the past behaviors and they continuously evolve.
So, we at InsideAIML
and team build a product called Agent Chatbot or Agent CB which
is an AI based chatbot to provide One AI Bot for all Solutions such
as Support Channel Automation, Sales Support, User
Help Guide, Bot and Agent Both can connect to user and many
explain you about our unique product Agent Chatbot in details.
Agent CB is a highly featured AI enabled bot developed by InsideAIML team
members which understands the context of user’s query and communicate with
Agent in case of difficulties and single-handed handles the 84% of users
question without human interaction.
It is a kind of one AI Bot for all solutions such as-
Support Channel Automation – Agent CB automate level 1 and level 2 activity using Support Automation Bot, train entity on run time to make bot smarter and create a more user-friendly environment.
Sales Support – It helps to release Sales representative to key deals by assigning help
desk to Agent Bot who handles all queries from the users with an understanding
to the context of the query.
User Help Guide - Instead of raising helpdesk tickets, get it
resolved by the bot. Handle new applicant’s queries, openings and services
company provides as well as resolve HR related queries.
and Agent Both can connect to the user - Users query gets solved by the bot without human
intervention but if the bot could not solve query then Agent gets the notification
to give guidance to Bot.
How Does Agent CB work?
Chatbots are changing the way brands
engage with their customers. Their combination of constant connectivity and
near-instantaneous response time makes them an attractive way to extend or even
replace the functionality of web and mobile apps.
There are two basic categories of
Rule-based chatbots depend on
keywords in the questions they receive to understand the queries. Then, the chatbot will research predefined answers to provide a relevant response.
It can respond to specific commands.
intelligence chatbots: AI
chatbots use both machine learning and NLP to provide a more
conversational experience. AI-powered chatbots also learn with more
interactions using a process based on human reasoning. It responds to
natural language or Human Language.
Agent CB works onnatural-language-processing
and may also call as AI-enabled chatbot which takes some combination of steps
to convert text or speech into structured machine-understandable data that may
be used to select the proper response.
Below mentioned are some of the possible NLP steps
which Agent CB uses.
Tokenization - Given a string of words (characters), the
natural language processor will divide those words into pieces or tokens that
are linguistically significant or otherwise useful for the application.
Named entity recognition - Looks for categories of
words, like the name of a product, a person’s name, or an address.
Normalization - Processes text in an effort to find
common spelling or typographical errors that might impact meaning.
Part of speech tagging - Identifies parts of speech —
nouns, verbs — in the text with the aim of understanding complex sentence
structures and how those structures impact meaning.
Dependency parsing - Looks for subjects and
objects in the given text to find dependent phrases.
Sentiment analysis - Watches to learn if the human
user is having a good experience or if the chat conversation should be
elevated, if you will, to a human operator.
A chatbot working
on hardcoded questions/answers has a smaller knowledge base and skill set, and
can only provide the correct output to specific instructions but Agent CB
is a more advance Chatbot which is capable to handle many different tasks using
its unique features of content understanding of the sentence instead of only
understanding the position of the sentence.
Some of the main features of Agent CB
Easy Integration with key channels- Agent CB can be easily
integrated with many different applications such as Facebook Messenger, Slack,
Skype, Microsoft Teams and so on.
No Development Required- It’s a full-fledged AI Bot
which does not require any Development.
Run time Training Possible – Agent CB is also capable of
getting trained during runtime which makes it’s a very unique product.
Bot understating the Context of the user’s query- Agent CB tries to understand
the context of the sentence given by the user and provide the solution which
make it’s a very unique bot as most of the bot available in the market user
some other technique which is not so much powerful.
Maintains the chat historical data and provides
insights. – Agent
CB tries to maintain all the historical data which is seen before any time and
tries to provide very powerful insights.
If you haven’t started thinking about chatbots yet, now would
be a good time to initiate the change in your organization, then getting left
behind the curve. To have a demo and for more details about Agent CB please visits us at https://insideaiml.com/ai-solutions/chat-bot