Know about Virtual Agent/Chatbot

Hello everyone, today we will discuss about virtual agent or we can say Chatbot. It is very popular customer support service now a days. As we all know that whenever company start their project and work on it then first and foremost priority of every company is to manage their customers/User and try to provide customer support as much as possible so that they can feel free and happy with representative company. But sometimes due to the high volume of customer it may happens that company can not provide customer support as expected then due to this customer becomes angry and do not visit again. We have seen that many top product base companies like Amazon, Flipkart, 1mg, irctc etc. are provide virtual assistant/ Chatbot to their customers so that they can feel betther experience with it.To know how Chatbot works internally please read this article till the end.

So let's start with a question what is virtual agent or Chatbot?

A virtual agent is a contact center with the capability of uses a virtual character created through computer generation. It used animation and artificial intelligence(AI) to serve and resolve the problem of customers regarding that application which is they use via Chatbot functionality.

There are two types of Chatbots:-

1. Command based.

2. AI-based.

Command based Chatbot follow a set of rules and perform limited operations based on the program.

However this Chatbot is one-dimension, it is easy to develop and cheapest to develop.

AI-based Chatbots are more advance they can understand human languages and can handle the real discussion. This type of Chatbots updates themself on every new discussion snd become more intelligent. 

I think now you understand what is a virtual agent or Chatbot.

So the answer is, many times during the use of the application, we stuck in the problems and we don't know how to resolve that problem, so we search for customer care numbers and try to contact them, but many times due to busy server we cant connect them.

                Especially during the online transaction when our transaction stuck in middle due to slow internet speed or any other reason, and that we really need someone help to explain the situation or status of our transaction, so in this type of case Chatbot plays an important role to give customer service.

Technology use in creating a Chatbot :-

• Artificial intelligence(AI).
• Natural Language Processing(NLP).
• Machine Learning

Artificial intelligence(AI):- AI makes it possible for machines to learn from experiences and adjust new input in the database and perform a task on the bases of the given input.

Natural Language Processing(NLP):-

There are five steps of NLP:-

1. Lexical Analysis.

2. Syntactic Analysis.

3. Semantic Analysis.

4. Discourse Integration.

5. Pragmatic Analysis.

• Lexical Analysis includes word structure, identification & analysis, and divide the text into chapter, sentence, word.

• Syntactic and Semantic analysis work on analyzing grammar & arranging words. So the relationship among the word becomes clear.

• Discourse integration and

Machine Learning:- It is an application of AI that provides the system able to automatically learn and improve from experiences without being explicitly programmed.

Here is the example for your better understanding, that how exactly Chatbot works:-

Hope you enjoy this particular topic. Thanks for reading this article. Please do not forget to comment if you find something special in it. I will come with fresh new topic next time till then take care. Stay Safe and Stay happy.

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