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Chat Bots and Agents: Adapting to a Changing World

If you've been trying but failing to get your online chat conversations going on much more effectively than with chat bots before, you might want to try a website chatbot for assistance. Many people who communicate on the Internet are surprised to find out that there are actually quite a few chat bot programs that have been designed to assist them in their endeavors. But are these new chat bot technologies good enough to replace the need for a real-life person to take the place of a webcam chat agent?

Most experts will agree that customers want a personal customer service agent, and if a computer program can be used instead, then customers will be much more likely to give a product or site a chance. A chatbot, however, is simply a computer program that is designed to perform an online chat discussion, rather than giving direct human contact to a customer. So how does this relate to chat Bots and customer service agents' time spent on the phone with customers?

First, it's important to understand that chat Bots and conversation human agents have one thing in common. Both are "virtual". They don't take the work out of having to actually talk to someone. In fact, most chat Bots and chat agents do not even recognize speech patterns or language. The on-screen interface simply serves as a more eloquent way to get a conversation going than would be possible with traditional methods.

Another important issue arises from the fact that chatbot technology tends to use somewhat artificial intelligence. This artificial intelligence is derived from the knowledge base of the programs that create the chat Bots. The designers of such programs are constantly improving their knowledge base so that the next generation of chat Bots can better serve their customers. The end result is an improved conversational capability which is also more natural-seeming.

What kind of customer service agents say on the phone? Well, most chat bots and artificially intelligent agents say things along the lines of "your balance is low, please take a look at the screen" and so on. But what about when a customer is actually on the phone? What should the chatbot or chat agent be saying? Should it be using "I don't know" when asked a question like "Where did you go today?". The most sensible thing to do would be for the customer service agent to suggest an alternative route or to suggest that they check their email for the information they need.

The second problem with most website chatbot and A.I. systems is that they rely heavily on language processing rather than on natural language processing. Natural language processing (RNPC) refers to the process of having a conversation in the normal context of a conversation. This is a much more complex task than simply supplying text on a screen for a chatbot to interpret.

What all these problems mean for today's chatbot technology is that if you are really serious about using an online chatbot or conversational AI system, you need to have your own personal assistant. That means having a large database of highly skilled and highly intelligent people whom you can hire to go out into the world and deliver your messages in a way that your customers will understand. You need to have artificial intelligence at work, rather than fake artificial intelligence. And you need to have a system that is flexible enough to accommodate changes in the face of changing customer needs.

It might also be helpful to remember that chatbot and conversational artificial intelligence systems are only as good as the number of people you have on staff. If you simply throw enough people together in one chatbot system, the bot is not going to hold up very long. On the other hand, if you have highly skilled agents, you can throw the right combination of highly intelligent agents together in the same system and pretty much have the bot hold up for years on end. So rather than invest heavily in a single bot, invest in several spreads out the learning resources across the team, and ensures that you have several different and interchangeable agents for different types of conversations and tasks. This is especially useful for sales agents. Bots can be thrown into a sales funnel and a salesman can quickly throw several different bots at a customer, and the bot will be able to adapt to each customer and handle each different conversation based on the agent's previous conversation with the customer.