Chatbot 18 – How do Chatbots Work
By Anush Clive Fernandes / In Chatbot Analysis / November 10, 2017 / 4 Min read
By Anush Clive Fernandes / In Chatbot Analysis / November 10, 2017 / 4 Min read
One of the most commonly asked questions on Quora for me is usually, “How do chatbots work?”
This article is the third in a four-part series called Chatbot 18. Other articles that were published in this series can be found here:
#1: Our Predictions for the Industry
#2: An Indepth Analysis into Chatbot Language
#4: Customer Engagement, Support and Marketing
Your mother asks you to go buy some Tropicana 100% Orange Juice.
I promise we aren’t being paid for this promotion.
Your first question is how much of it does she want? 1 litre? 500ml? 200? She tells you she wants a 1 litre Tropicana 100% Orange Juice. Now you know that regular Tropicana is easily available, but 100% is hard to come by, so you call up a few stores beforehand to see where it’s available. You find one store that’s pretty close by, so you go back to your mother and tell her you found what she wanted. It’s $2, maybe $3, and after asking her for the money, you go on your way.
What does Tropicana Orange have to do with anything? Well, this is the answer to the question that all your bosses and clients will eventually ask, “How do Chatbots work?”
A chatbot follows the same process, with two fundamental differences, the channel of communication and what you’re talking to. I’ll give you a step by step breakdown based on the most fundamental principles of AI/Chatbots.
The biggest difference between chatbots and humans at this point of time though, is what the industry calls empathy understanding. Chatbots simply aren’t as adept as humans at understanding conversational undertones.
For example, there’s a very large difference between the statements,
While this is immediately apparent to a human being, it’s difficult for a machine to comprehend. Progress is being made in this field though and soon machines will not only be able to understand what you’re saying, but also how you’re saying it and what you’re feeling while you’re saying it.
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