Chatbots

Definition

Chatbots are computer-based programs that were developed using artificial intelligence and machine learning to communicate with people via text or voice-based interfaces. They simulate human conversations and can respond to user inquiries with pre-programmed answers or by understanding user input in real time.

Background

The development of chatbots has become significantly more important recently, particularly with progress in artificial intelligence and the spread of messaging apps. Originally designed for simple tasks such as answering frequently asked questions, modern chatbots can increasingly handle complex interactions.

Areas of application

Chatbots are used in numerous industries, including customer service, e-commerce, healthcare, and financial industries. In industrial companies, they are used in B2B dealer portals, where they help automate customer interactions and improve efficiency.

Benefits

Chatbots offer numerous benefits, including reducing operating expenses, 24/7 availability, and the ability to handle multiple requests at the same time. They improve the customer experience through immediate responses and can provide personalized interactions.

Challenges

The challenges of using chatbots include developing a natural and effective communication skills, privacy concerns, and reliance on the quality of the data they train. Ongoing maintenance and training are necessary to improve their performance and adapt them to changing customer needs.

Examples

A practical example of the use of chatbots in industry is their integration into a Self-service portal, where they automatically answer frequently asked questions from customers and help them choose the right product. This enables more efficient customer service and an improved user experience.

Summary

Chatbots are valuable tools for industrial companies that improve customer service and internal processes through automated and intelligent dialogue systems. Their integration into digital platforms and processes leads to increased efficiency and customer satisfaction.