{"id":4880,"date":"2022-04-11T12:54:04","date_gmt":"2022-04-11T12:54:04","guid":{"rendered":"https:\/\/umni.bg\/?p=4880"},"modified":"2022-05-16T20:50:22","modified_gmt":"2022-05-16T20:50:22","slug":"what-are-ai-chatbots-and-how-do-they-work","status":"publish","type":"post","link":"https:\/\/umni.bg\/en\/blog\/what-are-ai-chatbots-and-how-do-they-work\/","title":{"rendered":"What Are AI Chatbots and How Do They Work"},"content":{"rendered":"
[vc_row full_width=”stretch_row” css=”.vc_custom_1649083261973{margin-top: 40px !important;margin-bottom: 40px !important;}”][vc_column][vc_row_inner][vc_column_inner]

\"\"<\/p>\n

Artificial Intelligence (AI) chatbots are not a recent technology that enters the markets now. Their history dates to the 1960s with the first AI chatbot of its kind by Joseph Weisenbaum, a professor at the Massachusetts Institute of Technology. Today, technology is much more advanced, enabling businesses to improve communication with customers and business processes.<\/p>\n

The pandemic opened the door for the AI chatbots to be helpful in solving such major challenges as face-to-face communication between customers and employees, the need to decrease the fixed costs, and the lack of staff when reopening, therefore were adopted fast and successfully by various businesses in almost all industries. In 2020, Gartner named digital self-service as the core activity businesses needed to maintain their business and recover. Chatbots were listed in the top 5 solutions<\/a> to implement.<\/p>\n

According to a study by Salesforce, 77%<\/a> of customers say that AI chatbots will positively transform their expectations of companies in the next 5 years. This means that the software solution will continue to be one of the main tools for automating the overall customer service and customer experience.<\/p>\n<\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row c_align=”left” autoplay=”none” collapsible_all=”” c_icon=”plus” c_position=”right” active_section=”1″ title=”” css=”.vc_custom_1649083267999{margin-top: 40px !important;margin-bottom: 40px !important;}”][vc_column][vc_tta_accordion c_position=”right” active_section=”1″][vc_tta_section title=”What is an AI chatbot?” tab_id=”1649082776189-0b03b9e9-5f8d”][vc_column_text]\"\"A common chatbot definition is that is a software solution implemented on a website, in a messenger, in a mobile application, or else online providing users with information through text, images, video, audio, links, and more. The artificial intelligence (AI) chatbot simulates a human conversation by recognizing the message received by a user and providing the appropriate response provided by the business. AI chatbots can perform a variety of tasks from answering frequently asked questions to automate reservations, and service inquiries, gathering customer information, questionnaires, and more.<\/p>\n

AI chatbots are more complex, interactive, and personalized than basic chatbots, in which information is provided through pre-set information cards, buttons, and links. Smart digital assistants provide a conversational experience, offer more information, and therefore perform more tasks and may have more functionalities. Conversational AI can be as impressive as the business creates it, and its essence is to “learn” from each user’s communication.<\/p>\n

The AI chatbot is an industry-specific tool that helps businesses improve communication with customers through 24-hour self-service, saving time and resources, optimizing staff performance, and many other benefits. The AI chatbot works completely independently and does not need staff support after being trained well for the questions that the business wants to have answers to, and customers receive them instantly.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Why is the AI chatbot so popular?” tab_id=”1649082776229-742222ae-4cb8″][vc_column_text]\"\"AI chatbots are a technology used by many different businesses because of their ability to optimize business processes, automate routine tasks and customer service, free staff from answering frequently asked customer questions, open another marketing and sales channel, and keep visitors on the business website. For these and other reasons, in April\u201922, CBInsights published research, according to which among the top 12 customer service technologies, AI-enabled chatbots were placed on the top as the first choice<\/a> as a technology that businesses must prioritize today: \u201cThe Covid-19 pandemic has made AI-enabled chatbot solutions essential for brands and retailers to manage record volumes of customer service requests. Most AI-enabled chatbots can automatically answer 60% to 70% of requests.\u201d<\/p>\n

Chatbots over the past year have become a mandatory element on the websites and Messenger accounts of many businesses. Finally, businesses also began to use chatbots for their internal needs \u2013 communication with staff, training, Human Resources, and more.<\/p>\n

In the next years, the trend is that more businesses will implement a chatbot on their website and direct users\u2019 traffic from all social channels to it so that the website can be the main place for communication and information, where the business is in full control. According to a study by Juniper Research from 2020, 43% of existing chatbots are on a website and their use is expected to increase in the next years.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How AI chatbot works?” tab_id=”1649082885130-c5117a74-059a”][vc_column_text]\"\"<\/p>\n

Human conversation is not an easy process for a chatbot with AI to reproduce, which is why chatbots use some principles of natural language:<\/p>\n