PL service chatbot
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Date
2023
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Publisher
NHCE
Abstract
A chatbot or chatterbot is a software application used to conduct an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent. A chatbot is a type of software that can help customers by automating conversations and interact with them through messaging platforms.
The chatbot utilizes advanced natural language processing techniques to comprehend user inputs, extract relevant information, and identify the underlying intent. It employs techniques such as named entity recognition, sentiment analysis, and part-of-speech tagging to gain a comprehensive understanding of the user's message.
These prompt-based chatbots let customers choose from a list of prompts then take them through a series of multiple-choice questions. The application will take them to the most helpful destination based on the answers. This type of chatbot is good for simple queries with a defined scope, as it limits customers to a certain number of inputs.
This approach leverages symbolic AI to provide a more conversational approach to customer service. It uses natural language technology to understand the intent of a customer query. It provides full visibility into the rules that machines use to gain knowledge, with human oversight to adjust the learning models.
This approach uses a machine learning engine to train itself to deliver an optimal response to a customer query. It learns based on past inquiries and evolves as inputs are analyzed. A large amount of data is needed to train the system, and machine learning of the chatbot application is done in a black box with no insight into what is learned