Episode 2183 - June 29 - Tiếng Anh - Phần 1 của 2 - Chatbot là gì - Vina Technology at AI time - Lê Quang Văn | Podcast - Nhac.vn

What is a chatbot? – Part 1 of 2

A chatbot is a computer program that simulates human conversation with an end user. Not all chatbots are equipped with artificial intelligence (AI), but modern chatbots increasingly use conversational AI techniques such as natural language processing (NLP) to understand user questions and automate responses to them.

Generative AI-powered chatbots

The next generation of chatbots with generative AI capabilities will offer even more enhanced functionality with their understanding of common language and complex queries, their ability to adapt to a user’s style of conversation and use of empathy when answering users’ questions. Business leaders can clearly see this future: 85% of execs say generative AI will be interacting directly with customers in the next two years, as reported in The CEO’s guide to generative AI study, from IBV. An enterprise-grade artificial intelligence solution can empower companies to automate self-service and accelerate the development of exceptional user experiences. 

FAQ chatbots no longer need to be pre-programmed with answers to set questions: It’s easier and faster to use generative AI in combination with an organization’s’ knowledge base to automatically generate answers in response to the wider range of questions.

While conversational AI chatbots can digest a users’ questions or comments and generate a human-like response, generative AI chatbots can take this a step further by generating new content as the output. This new content can include high-quality text, images and sound based on the LLMs they are trained on. Chatbot interfaces with generative AI can recognize, summarize, translate, predict and create content in response to a user’s query without the need for human interaction.

Enterprise-grade, self-learning generative AI chatbots built on a conversational AI platform are continually and automatically improving. They employ algorithms that automatically learn from past interactions how best to answer questions and improve conversation flow routing.

The value of chatbots

Chatbots can make it easy for users to find information by instantaneously responding to questions and requests—through text input, audio input, or both—without the need for human intervention or manual research.

Chatbot technology is now commonplace, found everywhere from smart speakers at home and consumer-facing instances of SMS, WhatsApp and Facebook Messenger, to workplace messaging applications including Slack. The latest evolution of AI chatbots, often referred to as “intelligent virtual assistants” or “virtual agents,” can not only understand free-flowing conversation through use of sophisticated language models, but even automate relevant tasks. Alongside well-known consumer-facing intelligent virtual assistants—such as Apple's Siri, Amazon Alexa, Google’s Gemini and OpenAI’s ChatGPT—virtual agents are also increasingly used in an enterprise context to assist customers and employees.

To increase the power of apps already in use, well-designed chatbots can be integrated into the software an organization is already using. For example, a chatbot can be added to Microsoft Teams to create and customize a productive hub where content, tools, and members come together to chat, meet and collaborate.

To get the most from an organization’s existing data, enterprise-grade chatbots can be integrated with critical systems and orchestrate workflows inside and outside of a CRM system. Chatbots can handle real-time actions as routine as a password change, all the way through a complex multi-step workflow spanning multiple applications. In addition, conversational analytics can analyze and extract insights from natural language conversations, typically between customers interacting with businesses through chatbots and virtual assistants.

Artificial intelligence can also be a powerful tool for developing conversational marketing strategies.