Technology

What is a chatbot? Introducing the mechanism and usage examples!

A “chatbot” that allows you to talk to humans through text and voice. In the past, it was often thought that robots talk to humans in the world of movies and games, but in the last few years it has become possible to talk with chat tools such as LINE and Facebook Messenger. Dialogue with chatbots has been made possible by the progress and development of various technologies that support AI (artificial intelligence).

This time, I would like to explain about chatbots

What is a chatbot?

ChatBot is a program for robots and humans to exchange daily conversations with chat tools such as LINE and Facebook Messenger and telephones using voice and text. Sometimes called a “conversation bot”.

Chatbots understand the intent of human words spoken by voice or text and return appropriate answers. The big point of chatbots is that they have the flexibility to understand their intentions even if they say it differently.

You can act like a human by acting on behalf of simple tasks based on requests from humans, and sometimes as a conversation partner. Chatbots have been introduced in many fields, such as customer service robots on EC sites, instructions for in-house systems (conversational UI), and customer service using chat tools.

How chatbots work?

The conversation function installed in the chatbot is a “task-oriented type” in which conversations proceed to achieve a certain purpose, such as inquiries about garbage separation in local governments, and conversations with robots without setting a specific purpose. It can be divided into “non-task-oriented” to enjoy.

Task oriented

The task-oriented type understands the meaning of the input sentence, derives the most suitable one from multiple scenarios (rules) prepared in advance from the accumulated huge amount of data, and performs the task while proceeding with the conversation. I will do it. A well-known example of task-oriented is customer service apps such as insurance companies and banks.

For example, if you enter “garbage collection date”, the chatbot will look up the garbage collection date. If there is missing information such as the address and the type of garbage, we will prompt the user to enter it, and we will achieve the purpose while acquiring the necessary information.

The task-oriented conversation function is to promote natural conversation in a form closer to human response by using a synonym dictionary, etc., even if the terms and expressions contained in the input sentence are not exactly the same as the expressions of the predefined scenario. Is possible.

Non-task oriented

The process of understanding the meaning of a sentence and extracting rules from a huge amount of data is not much different from the task-oriented type, but there is a difference in how to proceed with the conversation.

Chatbots and customer service go hand in hand

Chatbots are already used for customer service and user support. These types of jobs were generally handled by telephone, but there are some inconveniences for users, such as being busy even if they call when they want to make inquiries, or being unable to call at the response time and not being able to listen casually. did. On the other hand, there is also the problem that the labor cost of the operator is high on the company side, and it is necessary to always secure the personnel who can handle it.

By incorporating the existing Q & A collection into the chatbot, you can significantly reduce the man-hours required for the work. On the other hand, users can ask questions 24 hours a day, so not only convenience but also customer satisfaction can be expected to improve.

Why chatbots are attracting attention now

There are two possible reasons why chatbots have begun to be actively used in business in recent years. One is the evolution of natural language processing technology. It is still a little difficult to have a conversation as smoothly as a human being, but the technology has improved significantly compared to the time when “ELIZA”, in which humans and robots talk through letters, appeared.

The other is the expansion of chat service users. Chat tools have begun to spread in place of email around 2010. Initially, it was only used as a “corporate advertising medium” in which companies unilaterally distribute information, such as providing product information and issuing coupons.

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