Index
1. Artificial Intelligence, Chatbot and Natural Language Processing
2. Artificial Intelligence for Chatbot: sentiment analysis that improves Customer Care
The use of Artificial Intelligence for Chatbot is on the rise.
These technologies are becoming increasingly important for the development and support of companies, with the aim of providing excellent service to customers, improving interactions and optimizing the Customer Experience.
Availability, execution speed, increased interactions, personalization and proactivity are the most immediate and evident advantages of using Artificial Intelligence for Chatbots.
Artificial Intelligence applied to Chatbots has been the trend of the moment for some years. The proliferation of chats and messaging for personal use has favored the emergence of this phenomenon: Chatbots create a virtual interaction between users and brands, using Artificial Intelligence algorithms to return a structured dialogue to the end user.
Artificial Intelligence, Chatbots and Natural Language Processing
The Artificial Intelligence market for Chatbots is booming on a global scale.
In Italy, Artificial Intelligence continues to grow. According to research by the Artificial Intelligence Observatory of the School of Management of the Milan Polytechnic, the industry generates a turnover of 380 million euros.
The research and development of systems based on Artificial Intelligence (AI), in recent years, are gaining a preponderant footing and this is confirmed by both the investments made and the numerous companies that are born and invest to expand this sector.
In fact, among the main investments there are the Natural Language Processing systems applied to the so-called Chatbot and Virtual Assistant capable of understanding natural language and providing coherent answers to the interlocutor.
The applicability of Chatbot systems with Artificial Intelligence is transversal to different business areas and in fact they are now widespread in various sectors, such as banking/financial and insurance (37% of the market), manufacturing (13%) and utilities (13% ).
Why are AI Chatbot so widely used today?
Surely one of the main reasons is linked to the fact that every person nowadays uses messaging on a daily basis to communicate and this trend is also being assimilated into company/customer interaction through the website or other digital channels.
By chatting, customers have the opportunity to communicate with brands in a more direct and immediate way. In this way, companies adapt to the new behaviors dictated by digital transformation.
This new mode of communication, increasingly in common use, determines continuous developments and investments in Artificial Intelligence systems in the conversational field.
For example, technologies are being perfected that allow bots to understand, process and respond to textual (or vocal) inputs from online users, in an increasingly spontaneous and natural way.
Artificial Intelligence for Chatbot uses Natural Language Processing (NLP) or the ability to analyze, understand and generate human language, including speech.
In order to work effectively, in fact, Chatbot based on Artificial Intelligence must be able to translate language into something that the Bot can understand. The process of understanding, analyzing and responding to speech is called natural language processing.
Natural Language Processing (NLP) refers to the entire process of how Chatbot use Artificial Intelligence to understand and use large amounts of natural language data. Natural language processing works by taking text (or voice input), using Artificial Intelligence to determine its meaning, and then providing an appropriate response.
Natural Language Processing involves dividing user input into utterances, intents and, in the case of Voicebots, voice. An utterance is any phrase that a user types as a request into a Chatbot. The next step is for the technology behind the bot to determine its intent and understand the request. Finally, the Chatbot recognizes the entities (generally keyword, such as dates, times, places, names or locations that provide further specificity to a user's intent, recognized in the semantic engine) within the sentence that help define the details of the intent.
Artificial Intelligence is a real engine for Chatbots.
Thanks to Artificial Intelligence, the Bots are improved and can better understand the meaning of the words that are written in the chat.
Understanding occurs not only from a semantic point of view: Bots today also understand the "intent" and "feeling" of the user's sentences.
This means that modern Chatbots, compared to those of a few years ago, are much more sophisticated, they can get to know the customer better and provide him with answers more in line with his needs.
Artificial Intelligence for Chatbot: sentiment analysis that improves Customer Care
By introducing these new Artificial Intelligence Chatbot into support and assistance processes, companies free their staff from the task of answering frequent, repetitive and easily resolved questions. In fact, the use of Chatbots reduces Customer Care operating costs by an average of 30%.
On the other hand, the user who gets an immediate response will be more satisfied with the service received: customers expect to find information and be able to contact Customer Care quickly, directly and efficiently.
Failure to respond or lack of quick resolution could make the customer dissatisfied.
The spread of Chatbots is clearly increasing also because it is a technology capable of providing assistance in real time, 24/7 and in multilingual. A real help for the user and for customer service.
But that's not all: the most advanced and modern Chatbot systems, precisely those based on Artificial Intelligence, also introduce sentiment analysis, which studies the relationships between linguistic expressions, context of use and emotions.
Sentiment analysis relies on recognizing the most important keywords in the conversation and putting them into context to understand the intent of the statement or question. Thanks to this analysis of the user's mood data, the Chatbot will have the ability to recognize the positive or negative sentiment of the writer and will be able to respond effectively and empathically.
Furthermore, Sentiment Analysis could help to understand the exact moment in which to entrust the conversation to a human operator, to avoid losing the dissatisfied customer.
Pat's Chatbot with Artificial Intelligence
According to the vision of Pat, a reference company in the Italian ICT panorama, Artificial Intelligence is the Core for the evolutionary development of all its platforms, in particular with reference to conversational tools, such as the Chatbot Engagent and the CX Studio framework.
For years, Pat has been developing technology where processes, automation and AI collaborate, creating new value for software solutions, effectively guiding the relationship with the customer, from the multi-channel contact phase, to after-sales assistance.
In Pat's interaction solutions, Artificial Intelligence is the engine of the Chatbot: Machine Learning, semantic construction and sentiment analysis feed the Bot to create the most precise and efficient dialogue possible.
Pat's AI-powered Conversational Bot uses natural language processing to be able to effectively respond to customer inquiries. It will thus be able to communicate with users in a way similar to human conversation.
Furthermore, by exploiting the predictive intelligence and the analysis of the user's online behavior, Engagent has the ability to personalize the dialogue, making the conversation even more precise and real.
Over time, the Chatbot can learn your preferences and use this learning to provide personalized recommendations and anticipate your needs.
Pat's Conversational Chatbot also uses Predictive Intelligence and analytics for personalization based on each user's profile and past behavior.
Discover the Engagent virtual assistant for your business.