How does a chatbot work?

A chatbot connects an application and a bot via an API, and the contents and interpretation of questions are generated in the bot system and returned to the application.

Basically, it returns an answer according to logic from the information accumulated in the database. For example, for the question “I want to reduce costs”, we analyze related keywords such as “cost” and “reduction” and return an appropriate answer.

Mechanism of scenario type (rule-based type) chatbot

Scenario type (rule-based type) is a type of chatbot that creates an algorithm with pre-input data. Anticipate user questions, set up conversation flows called “scenarios”, and automatically answer questions.

The user selects the best option from the options presented to the question and arrives at the answer.

Scenario-type chatbots can only answer according to the rules, so they are suitable for answering standard questions such as how to use products .

Mechanism of AI type chatbot

AI-type chatbots analyze pre-entered data and accumulated data by AI, and display the statistically most appropriate answers. Since AI is used for voice analysis and logic engine, it can answer even complicated questions.

The AI-type chatbot uses natural language processing (NLP) and machine learning (ML) technology, so it can learn various question and answer patterns and automatically create natural answers.

The more you use it, the more accurate the answers will be, but in order to increase the correct answer rate, regular tuning after the start of operation is necessary.

Let’s take a closer look at how a chatbot conversation works.

Create rules and scenarios

For the chatbot to have a conversation, create “rules” and “scenarios” in advance. Basically, it’s a simple thing to “return the answer B to the question A”, but by preparing a large number of patterns, it will be possible to respond to complicated questions.

In addition, the AI ​​type can automatically learn and add rules and scenarios from the conversation log, and the accuracy of the answers will improve as the operation continues and data accumulates .

Keyword analysis

The chatbot analyzes the keywords in the question and searches the database for answers to the keywords.

The scenario type will not be able to respond if it deviates from the registered keywords, but the AI ​​type can also respond to fluctuations in expression. For example, it recognizes words with the same meaning, such as “rent”, “rent”, and “monthly room charge”.

A chatbot with a high degree of accuracy will be able to respond smoothly as if it were having a conversation with a human. The AI ​​type will be able to accurately determine the importance of keywords as it continues to operate, but the accuracy will vary depending on the type of conversation API, so care must be taken when selecting a tool .

Expansion of database

Chatbots conduct conversations based on databases pre-created by humans. The wider the database, the wider the range of questions that can be answered. Even AI-type chatbots are basically operated after preparing data called “teaching data” in advance.

Chatbots do not have the ability to think for themselves or structure conversations from the start. In the end, the operation side prepares the database and enriches the content to increase the accuracy of the response .

Composing a message

Documenting database search results is also an important feature of chatbots.

There are two types of message creation methods: “Selection type” and “Generation type” .

The selection type is a type that selects and displays the appropriate response from multiple response sentences prepared in advance. Since you can set detailed answer sentences, conversations can be established without discomfort.

On the other hand, the generated type is a type that combines words prepared by the bot to reply. Depending on the amount of words registered, you can create more detailed messages.

Chatbots have a lot more than automated conversations. Let’s take a closer look at the main features.

Automatic response to inquiries

It is a basic function of chatbot that automatically responds to user input with natural sentences. You can also display multiple choices and let the user choose.

Autoresponders are built into all chatbots, although the format varies slightly depending on the tool.

Cooperation with external systems

It is a function that allows you to link external systems and chatbots. By linking with an inventory management system, you will be able to check the number of items in stock through a chatbot. By linking with the personnel management system, attendance input is also possible.

In recent years, an increasing number of companies are linking chatbots and LINE and using them as entertainment content.

Improving answer accuracy with AI

AI-type chatbots are expected to improve answer accuracy through learning functions. Functions such as deep learning and reinforcement learning of AI can make more natural answers and appropriate responses by repeating conversations.

As the number of conversations increases, the accuracy of responses increases, but it is necessary to periodically check whether the accuracy has increased appropriately.

Manned cooperation

If it is not possible to respond automatically, it is also possible to switch to manned response and respond. When a user’s question is complex or the answer they seek is consultation-based, they may not be able to provide an appropriate answer, which may reduce customer satisfaction.

A chatbot with a manned collaboration function can smoothly switch to manned support, so you can increase user satisfaction and prevent opportunity loss.

If you want to use it for internal inquiries, there are also models that can be linked with Microsoft Teams.

If you understand how chatbots work, it will be easier to imagine how to use them in practice. Some models have various functions other than automatic dialogue, so depending on how you choose, your work efficiency will be greatly improved.

In the future, it is expected that more and more companies will use chatbots to reduce costs and improve customer satisfaction. Why don’t you consider introducing a chatbot on this occasion?