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Chatbots are becoming crucial for businesses in order to automate social interactions. Customer service is one area where chatbots can be incredibly useful, especially since there is often no human customer service available. Product support and self-serve services are another place where chatbots can come in handy. One of the important technology that is increasing in use by businesses. Helping automate back office functions and deliver customer support through automated responses to customer inquiries and requests. To fully take advantage of these chatbot features businesses need to invest in developing a chatbot strategy. Chatbots are becoming more and more important as businesses seek to automate social interactions as many people simply no longer interact with human beings via a phone call. Chatbots grow in relevance as businesses look for ways to reduce costs by automating back office processes thereby freeing up staff resources. Chatbots aim to deliver a customized user experience to the end user without the need for direct human interaction

What’s in a Chatbot ?

The first thing you need to understand is what a chatbot is. Chatbots are computer programs able to simulate and mimic human conversation in software. These can then be used to automate a variety of functions. Chatbots can listen, understand human language, and be surprisingly effective at answering questions and performing simple tasks. Sounds like a dream client for a service bot of any kind huh? To understand how major tech companies have utilised chatbots it is helpful to jump right into chatbot development. As you may know, chatbots were at one time used exclusively by large corporations but are now transcending into a wide range of industries such as retail, healthcare, marketing, eCommerce, call centres, etc. Today, a chatbot is increasingly used across different industries such as financial services, SaaS services, over the internet, and more. Pat Flynn of Falcon Systems informs us that today’s chatbot can be considered a conversational agent. In his opinion, in order for a chatbot to be considered conversational the programs must: While you can argue about whether (and to what extent) these requirements are still met (and how those requirements should be re-thought depending on the application) the fact remains that chatbots are rapidly maturing. Bot development is gradually looking more and more like a technology towards fulfilling a specific service program objective rather than a fully fledged inquirer agent. A chatbot can be automated using an AIML script or in your own language of choice using any simple text processing software like Gmail or Google Docs. The point is that the above process of script folding and AIML processing is a quick and easy process no matter where you develop your bot. The most common misconception is that chatbots are solely built for the purpose of employing a similar social interaction process like human call centers or customer service agents. As Eric Foster of Zapier tells us: “The development of a chatbot is all about building an adaptable, extensible system that can respond flexibly to be able to process a wide range of customer interactions.


Rise in Chatbots

Brands are shifting their focus towards chatbots as chatbots are able to generate more revenue in comparison to their customers’ interactions with them (CSCI Actuarial 2020).Companies are currently investing heavily in chatbots to automate social interactions, shorten customer service expectations and develop customer loyalty programs that automate user interactions. Chatbots are some of the most popular forms of chatbots and have had a significant impact on business processes, especially in the retail, insurance, commercial banking and healthcare industries.

When social workers first talked to the children in their care, they did not have a way of understanding or speaking the language that they were learning in the organized classes. The environment was not set up to allow them to successfully integrate into the school environment. Every day the kids were asked to respond to their interaction with another student by using a specific name. It however did not help them to develop an understanding of the emotional state of others in the school and this lack of empathy was one of the commonly cited issues encountered with them. Children found it hard to perceive the culture and norms of the school in the growing process and this made it hard for them to establish a sense of belonging. Learning in a certain language was one of the most evident challenges that they faced while being surrounded by language of a different language, which coupled with fear of missing out on a topic forced them to learn social cues from the language that they had not acquired in the education process (Semple, Moore & Green, 2012) In the following years, during the global pandemic, these same social cues were faced by the parents of the children who were not able to integrate with the school processes. These parents were faced with problems talking to their children and often found themselves having to describe in detail what they were learning and wouldn’t be able to bring any other outside information, if any, with them when they were talking to their grandchildren. Learning in the non-native language was another challenge they faced. Setting up an environment such as a home setting where the caregiver spoke to the child in the language that the caregiver was learning was another challenge that this new language presented, if they were unable to settle in their home environment with the new language.

When the global pandemic hit, many businesses lost their trade partners, customers and their customers’ trust in them and had to re-invent themselves.Habits, like daily emails, stay relevant throughout the year. Habits are daily messages you receive that relate to a specific goal. There are a number of benefits to implementing habits, including the aforementioned automatability of functions, saving costs, and ensuring connectivity with others. 

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