Concept in Definition ABC
Miscellanea / / July 04, 2021
By Guillem Alsina González, in Jun. 2017
Expert analysts in the technology sector affirm that the future in customer service client large firms first, and small companies later, belongs to the programs of artificial intelligence, the calls
bots, which will chat with customers and users through electronic channels to offer a first level of help.
These conversations will take place through various channels, such as instant messaging programs (WhatsApp, Facebook Messenger, Telegram, ...), or through voice systems (phone calls, Skype, ...) thanks to the advancement of recognition technologies voice.
In fact, we can now start to test the virtues of the first bots with a certain level of development, since, for example,
Telegram has its own bot service that works on said instant messaging network and that we can contract to offer our own customer service.
The advantages of a bot are several, but the main one is that they are available 24 hours a day, 365 days a year. In other words, a small company that does not have the volume of customers or the
income needed to hire staff to cover night shifts, can stop the first impact of a incidence happened at dawn thanks to the contest of a bot through the appropriate channel.Another way to gauge the future possibilities of bots is through digital assistants, such as Siri on the iPhone, or Google Now on the smartphones Android.
But the denomination bot as such it comes, historically, from further back in time, calling
any program that automates one or more tasks, or carries out one or more functions unattended.
A clear example of this meaning occurred (and continues to occur) in the chat system through IRC.
When I was still connecting to such systems, there were automated programs that kept open chat channels (since, at least, there should be one Internet user using them, which is the one that corresponded with the bot, 24 present in them), in addition to being able to be programmed to automatically expel whoever wrote insults or certain bad words.
It was a very primitive technology, barely two decades ago, but it already gave a glimpse of the potential that some distant day would materialize. bots.
The artificial intelligence technology they use is influenced by science fiction, by robots that behave like humans in movies and series
And, in fact, that is the purpose of those who develop bots, who can successfully pass the test of Turing, so that a human being who is conversing with them, cannot distinguish them from a natural person who is attending.
The big difference between one of the old bots like the ones I have explained on the IRC chat network, and the modern service bots Username, the thing is
Currently, the aim is to provide them with an artificial intelligence component, so that they are capable of "understanding" and solving tasks for which they have not been specifically prepared.
In this way, they can answer the most varied questions from users or customers, looking for the information they need for this in the company's databases and information systems.
An example of using these bots is the communication of incidents and breakdowns, so that the bot can stop the first hit and recommend the user to perform some procedures standardized (typical of, for example, restarting the computer or the router), recognizing symptoms that it describes, and adapting to it.
If it cannot solve the problem, the bot must enter all the necessary data in the company's CRM and notify the technicians, so that at the beginning of the next day labor, they are already with the request and can serve the user.
Another example of the use of bots can be to make travel or hotel reservations, through instant messaging systems, as if we were talking to our secretary.
The bots have only timidly pulled out their paw, we must expect much more from them
In the context of a future in which, "talking" with machines, with computer programs, will be commonplace.
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Themes in Bot