HOW IS

ARTIFICIAL
INTELLIGENCE
USED BY
CHATBOTS?

PRESENTED BY KENOLEE
INTRODUCTION
ARITIFICIAL INTELLIGENCE IN CHATBOX

Nowadays, chatbots keep gaining ground as, according to

surveys, customers and employees actually like using them for a
number of reasons among which the fact that they don’t feel
ashamed to ask seemingly simple questions to which chatbots
provide clear answers, without any judgment. On the other hand,
businesses enjoy the help of chatbots as they increase
customers’ engagement and loyalty, as well as automate
repetitive tasks, then freeing up employees’ time for higher
value-added activities.
 WHAT IS AI AND HOW
DO CHATBOTS
ACTUALLY USE IT?
Artificial Intelligence refers to “machine intelligence”. It
offers chatbots the possibility to understand complex
queries and to provide personalised answers or solutions
to each.

AI Chatbots can therefore be used in various fields

contributing to customer engagement and satisfaction, to
a conversational marketing strategy.

Communicating was far less appealing an option for most

consumers than speaking with a human customer service AI-powered Natural Language
agent. Talking to a real person typically led to faster, Processing, or NLP, enables chatbots
better solutions. Artificial intelligence has changed this. to mimic human conversation. They can
identify the underlying intent behind
the text a real person types, then
deliver a response that matches that
intent.
THREE TYPES OF
CHATBOTS:
RULES-BASED CHATBOTS
Rules-based chatbots, use algorithms to understand users’ inputs and
provide corresponding answers. They can only answer questions and
handle tasks which have previously been programmed in the chatbot. If
users’ inputs go off script, the chatbot is unable to provide an answer.

AI CHATBOTS
Uses Machine Learning, the more they interact with customers,
the more they become efficient and able to understand
complex phrases and provide personalised answers to them.
They can also be connected to other softwares.

HYBRID CHATBOTS. THE FULL POWER OF AI CHATBOT

When combined, rules-based chatbots and AI based chatbots become
hybrid chatbots. This last model of chatbots not only offers the
possibility for users to have a very simple and fast conversation with the
chatbot through quick replies, but can also have very complex
exchanges by using local and global NLP.
 6 WAYS CHATBOTS USE ARTIFICIAL
INTELLIGENCE TO ASSIST CUSTOMERS
They Prepare Your Agents for High-impact Conversations

AI-powered chatbots are well-suited to the task of collecting information at

the beginning of an interaction. They can initiate conversation, then ask for

the details a support agent would need to assist the user. These details
might include the user’s account number, order number, payment details,

and contact information.

They can make informed decisions as to when a user’s needs are beyond

the scope of their programming, and direct that user to a human agent who

can deliver the support they require.

They Use Contextual Information

Chatbots that aren’t powered by artificial intelligence essentially deliver a

one-size-fits-all experience to all of the users they assist. They begin with a
generic greeting, offer a standard list of menu options, and are only equipped
to resolve a pre-set list of issues and questions.
If a user visits several pages focused on a specific service you offer, for
example, the chatbot can infer that they’re primarily interested in that service.
Then, it can begin the conversation with content that’s relevant to that service.
 They can Offer Pre-emptive
Support
As AI-powered chatbots learn from customer
interactions, they can pick up patterns in user
behaviour. And as they “learn” from these patterns,
they can begin to anticipate potential issues. With
this information, they can proactively address
those issues before they ever cause problems for
a customer.
As your chatbot becomes better at anticipating
and proactively resolving issues, it can minimize
the customer complaints your human support team
receives, and boost customer satisfaction across
the board.

They can Route Inquiries to the

Appropriate People
The chatbox can determine the need behind a
user’s request. It can “understand” what that user
is looking for, and what information they’ll need
before their inquiry can be resolved. Then, it can
determine which of your support agents to assign
to that ticket.
 Reduce Stress For

Consumers
Some problems are so important that they

deserve a human’s response. Other times,

simply knowing that a human being is available
to assist with a problem can reduce customer’s

stress levels by up to 50%.

AI can also be used to provide reassurance, as
opposed to actual solutions.

Your Business Can Offer 24/7 Customer

Support
When it comes to customer support, chatbots are a Godsend. They
allow businesses to create automated customer support applications
that reach out to their customers 24/7 and 365 days a year, with no
human involvement at all.
These bots can also automatically reply to customer questions and
issues, offering automated support through the app or website.
CONCLUSION
Artificial intelligence is still a relatively new addition to the business world. But it’s only going to continue to grow its
presence. They can also assist your human support team by preparing your agents for high-impact conversations and
routing inquiries to the appropriate person. And this is just the beginning. Chatbots are an excellent way to become an
early adopter of this technology and start delivering better customer experiences than ever before.