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Chatbots - Coggle Diagram
Chatbots
Why use it?
Trained chatbots can provide accurate answers
quickly
Can provide replies to
customers anytime of the day
Can relieve human agents of
workload
The are able to log conversation history, which
is used to analyse needs of customers
Key Concepts
Agent
Virtual agent that handles the end-to-end conversation with user
Needs to be trained but not explicitly
Intent
categorises the customer's intention for a conversation turn
Entity
Entity is a specific data or parameter
structured data that can help
us make better sense of what the user is trying to find out
What is it?
An automated online
chat conversation
A replacement of a human agent
Platforms
Google Dialogflow
IBM Watson Assistant
Improvements it needs?
Building a chatbot is an ongoing process
Requires training and iterations to improve