How Do AI Chat-bots Work?
Intelligent chat-bots are able to integrate with enterprise systems, leverage big data, and use artificial intelligence (AI) to help customers resolve issues and conduct transactions. Here’s what intelligent chat-bots can do for your organization.
Capture Data in Real Time
Intelligent chat-bots capture the customer’s identity, attributes, and engagement data, and any feedback the customer provides— all in real time. For example, the chat-bot determines:
+ Date, time, physical location, and device information
+ Whether the customer is on the web or a mobile app
+ Whether the customer requested to engage with a chat-bot or received a proactive invitation
+ Where the customer was on the website or mobile app when they began the interaction with the chat-bot
Use Internal Data
Using data such as customer profile and preferences, value to the company, location, industry, and amount of money spent in the past year gives the chat-bot more insights about the customer. This data is gathered from various sources and is typically available in customer relationship management (CRM) systems.
Combine Data to Predict Customer Intentions
Chat-bots develop an understanding of what the customer wants/needs by combining all the data signals. This helps make the conversation contextual and more natural when the customer engages the chat-bot.
Customers can invoke chat-bots themselves when they need assistance, or chat-bots can proactively engage customers.
Understand What is Said
Chat-bots take each message written or each utterance spoken and run it through natural language models to understand what the customer said. This interaction is contextual and personalized to the customer. The chat-bot achieves this by leveraging information such as the web page the customer was on when they engaged with the chat-bot and their customer profile.
Formulate a Response
Once the chat-bot understands the customer’s intent, the response matching algorithm determines the correct response and assembles it from knowledge bases and CRM systems.
Determine Follow-Up Actions
If the customer provides feedback that he or she is satisfied with the chat-bot response, the cha-bot closes that intent and waits for a new intent. If the customer requests the chat-bot to help “pay my credit card bill,” for example, the chat-bot will determine the appropriate follow-up actions such as asking the customer for a password and then completing the transaction.