“Chatbots can be utilized everywhere by any business that engages with customer service which involves regular questions and requests and responses based on customer reaction”.
There is one technology, which we surely had experienced when booked a room in hotel via some internet platform or Facebook chat. It was a Chatbot (further bot) – a software solution that automatizes a business-client communication by means of text, picture, video or other media.
Basic bots are based on predefined rules and script. But there are also more complex systems for which we must touch the topic of an artificial intelligence. Those systems are self-educated one and learn from communication with customer. Based on the acquired experience, those systems, applying a complex algorithm, chose the most appropriate response”, explains Elitza Stoilova – the guest expert of Radio Sofia program.
“Chatbots can be utilized everywhere by any business that engages with customer service which involves regular questions and requests and responses based on customer reaction. According statistics, from 50 up 80 percent of inquiries made by customers are repeated daily. The staff can be spared from routine questioning and can devote more attention to dealing with complicated issues requiring immediate reaction”, stressed Stoilova.