There are two kinds. This is to avoid confusion. The first type is the traditional' bot, which works on the basis of preprogrammed rules. Therefore, if a question is asked of this chatbot that isn't preprogrammed.

Two types

In order to be clear: There are two kinds of chatbots. The first is the traditional' bot, which works using preprogrammed rules. If a query is asked to the chatbot which is not preprogrammed, it won't be able to help you. The second kind is learning, smart chatbots, on the basis of AI or Machine Learning. This second type of chatbots is gaining strength and potential.

The "human touch"

Chatting with a bot isn't for every person. Chatbots are being debated about whether they can replace the human touch. This is why chatbots are a topic for discussion within the context of the "Turing test". A computer, such as a chatbot, which passes this test is able to imitate human intelligence. Are chatbots going in that direction?

There isn't a definitive answer to this question for moment. There are some functions that can help bring Artificial Intelligence Chatbot closer to human touch when it comes to customer service, particularly when combined with AI and machine learning. Three factors that show how chatbots are able to make customer contact stronger:

Standard questions and speed

Customer service employees spend a significant amount of their time answering questions that are common to all. This task can be taken over by chatbots. At ING they have made it possible to offer customers immediate assistance if something goes wrong with a bank card while abroad. This takes much longer through the helpdesk. When chatbots are used to assist customers, the customer support department has more time to address complex issues or queries. This lets them pay greater attention to the human touch when it is needed.

Sometimes, you'd like to have a service desk worker close to you when you're performing a complicated job for your company. AI Bot Chat can make this happen. For example, the chatbot of Eneco allows customers to submit readings from their meters. Customers can submit their readings through the chat screen and get answers to questions. This makes the difficult task much simpler.

Recognition of moods and the measurement of the language

The technology is at its beginnings and, with the help of algorithms for machine learning and artificial intelligence, chatbots are becoming capable of assessing people's moods in conversations, and recognise language. This technology is currently being used on a massive scale. Developers can make use of this technology through allowing their programs to tap into services from bigger players that are working on this technology and making it available through companies like Google or Microsoft. The technology is being integrated already. Human-to-human interaction is gradually becoming possible.

Software 'Talking'

Chatbots also provide the human element in situations where no human beings are present. There is a way to get into conversations using software through a chatbot. If a user is in need of assistance, this can be highly beneficial. For instance, when setting up new systems, it might be more convenient to receive help and instructions in a 'natural language interface' rather than navigating through an aid menu to find the solution. This is especially beneficial for those who aren't often used.

A chatbot, as it is called is more than an answering machine. It can also be utilized with AI as well as machine learning. The technology provides more possibilities. In the discussion about chatbots, it is probably better to avoid thinking in extremes. When chatbots are unable to give the solution humans at the service desk can jump into. It is not about either/or but both can work together. Chatbots can help improve the customer experience by allowing humans and machines to work in harmony.