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How Will Chat-bot Integration Make For Better Mobile Apps?

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Have you ever used Siri, Alexa, or Google Assistant to collect answers about various queries that you had on your mind? Then you, like the majority of us, have come across what is known as a chatterbot, achatbot, or simply a bot.

A chatbot is a virtual, non-human assistant which uses natural language to communicate with users through messaging in websites, mobile apps, etc. It is actually a computer program. According to Gartner, Inc., the global research IT-based firm, 85% of our engagement with companies by the year 2020 will be done without interacting with another human. Chatbots have gradually started to simulate and replace human customer support representatives the same way machines have replaced and made obsolete manual workforce in most manufacturing fields.

Chatbots are the result of a series of experimentations involving responses and conversations taking place between customers and customer support, which are recorded and later analysed. They are created with the aim of providing quick, short responses and speedy responsive actions pertaining to the customers’ complaints and queries.

Bots & Mobile Apps

Bots are increasingly proving to be extremely useful when integrated into mobile apps, and since mobile apps provide users with a personal feel, the addition of chatbots as virtual companions attending to the queries and concerns of the users enhance the very same personal touch that apps tend to come with.

Chatbots are of two types, the ones that are trained and advanced, and the ones that come with an existing set of responses, keywords and commands. The former is considered to be “smart”, and use artificial intelligence (AI) to communicate with customers. Chatbots can communicate with the help of textual and auditory methods, and have typically come into existence due to a variety of reasons, such as:

  1. Companies understandably cannot employ as many people for customer support in order to attend to every customer, who in turn might have multiple queries at the same time.
  2. Varied geographical locations, time zones, outsourcings are some of the issues due to which it becomes impossible to guarantee the availability of human customer support representatives at the other end of the line.
  3. Chatbots are able to provide quicker, non-judgemental responses than humans. They are also multi-lingual, use colloquial language to make users feel more at home, and have constantly evolving conversational patterns.

These days, bots cater to businesses with mobile apps in fields such as shopping, marketing, travel, education, and social networking, among others. Although they are becoming increasingly popular via mediums such as Facebook Messenger, WhatsApp, WeChat, etc., bots have also been used for malicious purposes to trick customers into revealing personal information such as bank account numbers and passwords. Hence, developers are going to have to devote more time to building bots that cannot be misused. Nonetheless, chatbots definitely have more pros than cons, and hence are being utilized extensively for better performance of mobile apps.

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