Best Practices for Using Interactive Voice Response (IVR) Systems in Contact Centers
920008298
August 4, 2024
Chatbots are computer programs designed to interact with humans using natural language via text or voice messages. Chatbots aim to provide specific information or services automatically, making it easier for users to access what they need without interacting with a real person.
Chatbots utilize artificial intelligence (AI) and natural language processing (NLP) techniques to understand and produce text in a way that feels natural. These technologies enable chatbots to interpret users’ questions and provide appropriate responses or perform specific actions based on requests.
There are two main types of chatbots:
1. Rule-based Chatbots:
These chatbots rely on a predefined set of rules and text patterns. Although simple and easy to program, they lack the flexibility to handle complex or unexpected queries.
2. Intelligent Chatbots:
These chatbots use AI and machine learning techniques to analyze and understand natural language more deeply. They can learn from previous conversations and improve their performance over time.
Chatbots are used in various fields, such as customer service, marketing, education, and healthcare. For example, companies can use chatbots to provide quick and efficient technical support to customers, while educational institutions can use them to offer interactive learning materials.
In short, chatbots are powerful and innovative tools that enhance user experience and deliver personalized and efficient services across many sectors.
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