Why are chatbots important?

Virtual assistants seem like something out of a science fiction movie. Thanks to the implementation of chatbot applications, we are able to revolutionize the way humans and machines communicate with each other. This leads to a whole new dimension of exciting opportunities for research, science, business, entertainment, and much more.

What is a chatbot?

A chatbot is a type of software designed to facilitate interactions between humans and machines. In the world of today, the adoption of chatbots can be seen almost everywhere. Even if we don’t notice it, we interact with them when we order food, book concert tickets, and even manage our doctors’ appointments.

Types of chatbots

There are two main types of chatbots: declarative chatbots and conversational chatbots.

1. Declarative chatbots

These are the simplest type of chatbots. Declarative chatbots are designed for the fulfillment of a single task. Chatbot technologies of this type include rule-based chatbots. Some declarative chatbots have a limited natural language processing capacity, allowing them to grasp some nuances of human communication.

The conversational capabilities of basic chatbots are very limited. Interactions with them are very specific and structured in a rigid manner. The most common applications of declarative chatbots include handling customer queries, simple transactions, and logistical duties. They benefit companies by managing mundane, repetitive tasks, thereby saving human agents a considerable amount of time and effort.

2. Conversational chatbots

AI-powered chatbots at the vanguard of innovation have data-driven and predictive capabilities. These are known as digital assistants or virtual assistants and possess the ability to learn from human conversations.

Intelligent chatbots can review customer information from a data set and use it to personalize AI-human interactions. Thanks to this, contextual chatbots can provide advice, recommendations, and even predict future needs and desires.

An advanced chatbot assistant can function as the main hub for a group of basic chatbots, commanding them and combining their information to help them understand more complex processes. Examples of chatbots with advanced capabilities include Amazon’s Alexa and Apple’s Siri. These use data-driven strategies and predictive algorithms to increase customer satisfaction.

Special features that distinguish conversational chatbots include:

  • The capacity to be aware of context
  • Natural language understanding (NLU)
  • Natural language processing (NLP)
  • Machine learning
  • Predictive intelligence and analytics

A recent experimental study on chatbot design shines a light on how much chatbots can offer to the customer experience. It is now known that conversational chatbots that engage in topics of interest gain a better knowledge of people’s desires. Moreover, they gain a perceived anthropomorphism that can make their speech patterns seem human in content and syntax (source).

How do chatbots work?

A chat conversation with a virtual assistant is made possible by the implementation of artificial intelligence algorithms. Most chatbots obey a set of rules or use natural language processing. Advanced AI chatbots possess cutting-edge machine learning capabilities and can have more meaningful interactions with people.

Features of chatbots

Why are chatbots important?

Chatbots are important because they help improve the way people work, learn, conduct business, and much more. We’ve reached a point where technology can supply us with literal assistants that can even predict our future needs. The applications for this kind of technology are almost limitless.

Unlimited potential for conversation

Not only is the conversational response from an AI faster than a live agent, but a chatbot platform is also able to connect to thousands of people at once. These chatbot capabilities empower businesses and organisations to provide live chat and quality service to the whole world at once.

Learn more about customer service chatbots

Better time management

Thanks to the implementation of chatbots, a company can effortlessly handle its financial services and customer engagement strategies, alongside many other processes. A chatbot can even give updates to the CEO about the state of their blood pressure.

Leverage customer data

Data is not known as “the new oil” without reason. Companies like Google and Amazon have outpaced the vast majority of the market in large part due to their ability to process and find actionable insights in customer data sets.

Data also happens to be a chatbot’s natural ecosystem. An AI chatbot interacts and understands the world using data. Chatbots can provide companies with insights into how their customers behave, what things they enjoy, and more. Likewise, they can learn and even give suggestions on how to improve operational efficiency.

How have chatbots evolved?

While in the past chatbots would be built to be cold and passive in their interactions, modern chatbots are now designed with a go-getter attitude. AI chatbots can provide proactive customer interactions, helping companies understand what makes their clients happy and provide it to them.

How do businesses use chatbots

One of the most common uses of chatbots is to improve the customer engagement capabilities of businesses. Chatbots can act as virtual agents and assistants for a company. Likewise, intelligent chatbots can help with the management of tasks, automation, and the enhancement of IT capabilities.

How are chatbots changing businesses and customers?

Chatbots are extremely efficient and capable of working around the clock without a minute of rest. Thanks to this, a chatbot platform empowers businesses to offer perpetual customer service while customers enjoy a more complete user experience.

Major tech giants such as Google, Apple, and Facebook have transformed their messaging applications into chatbot platforms. These messaging platforms are capable of handling complex tasks like monetary transactions without the need for human intervention.

How to build a WhatsApp chatbot for free

What are the benefits of using chatbots?

Chatbots can simplify the way a business operates and communicates with consumers. In addition, Advanced AI chatbots can take the user experience to a whole new level by offering perpetual customer service and automating strenuous tasks.


Not even a team of highly skilled human agents can have the outreach and preciseness of a single advanced AI bot. The capacity to provide customers with instant responses helps greatly with customer retention and increases the chances of repeat purchases. Moreover, an AI works in a structured manner that nullifies the chance of errors happening.


Chatbots are capable of automating repetitive tasks, including performing routine tasks at the desired time. However, a properly implemented chatbot can do much more than telling the time. In tandem with their capacity to understand what processes they’re handling, they can function as digital assistants to any kind of professional.

Data monitoring and analysis

A chatbot has the capacity to collect user feedback from user interactions, including their behaviour as they interact with a website. This gives businesses useful data they can use to optimize their services, products, or communication channels.

Enhanced customer engagement capabilities

Companies that already use social media or their website to provide customers with valuable information can rely on bots to improve their outreach through those mediums. Chatbots open a communication channel previously unavailable to companies, helping them engage with thousands of people at once without getting tired, stressed, or confused.


A chatbot doesn’t need a house, an office, or a parking space. Engineers can make them grow by modifying their system architecture. This means that a chatbot can grow alongside a business as its operations expand. Chatbots can be accessed from anywhere and anytime, as long as there’s a connection. Companies can implement multilingual chatbots to reach global markets.

Acquisition of high-quality leads

Wasting time on useless leads is basically working for no money. Sales teams can determine the quality of leads thanks to the aid of chatbots. This substantially improves a business’s chances of attracting good clients and thereby increasing profits.

What are the challenges of using chatbots?

As novel pieces of engineering, there is still much to learn about the functionality and potential of chatbots. There is no doubt that there are many things about the way chatbots interact with humans that can be improved.There have been major breakthroughs in natural language processing recently that are just starting to be applied to chatbots and this will mean that both the difficulty building chatbots and the experience of using chatbots will be

Learning how to use new technologies

The implementation of a new piece of tech can be an exciting process, but it is still bound to a period of adaptation. Organizations must spend time and money deploying and running maintenance on their chatbots. Meanwhile, AI can take time to reach its full potential and may fail to provide decent complex interactions in the beginning.

Security concerns

Data is valuable to everybody. This includes opportunists like hackers and other ill meaning third parties. Due to this, chatbots handling customers’ personal data must only request and gather relevant data and transmit it through secure channels. Security features must be included in a chatbot’s design to ensure it doesn’t compromise the identity or integrity of anyone.

The nuances of human speech

Humans use abbreviations, slang, idioms, and other forms of speech we understand but chatbots may not. We also make spelling and grammar errors. Just as one may be confounded by the way people from other parts of the world communicate, chatbots may be confused by interacting with words and phrases unfamiliar to them.

Human unpredictability

An AI will never cry over spilled milk and even if it can understand what “love is blind” means, it hasn’t been programmed to feel love. Nonetheless, human beings are tied to our emotions and these often influence our behaviour. We don’t think straight whenever we’re very upset or overjoyed. This may cause us to give chatbots commands that don’t make sense to them. A chatbot needs time to learn about human randomness and spontaneity.

Best practices and tips for selecting chatbots

  • Think about what problems you’re trying to solve: To get the right chatbot, you need to know what you need out of it. Naturally, live chat capabilities are a must, but chatbots can also implement automation and many other features that increase their functionality. Chatbots can help with time management, customer management, and team-related tasks.
  • Consider what communication channels you use: A hybrid chatbot is capable of communicating via messaging apps, but that doesn’t mean every chatbot is compatible with every app. Your chatbot’s system architecture should work according to your needs.
  • Plan your chatbot’s communication style: Your customers’ first impressions of your business will be deeply influenced by the way your chatbot communicates. It is in your best interest to acquire a chatbot that represents your company values well.

Future of chatbots

It is expected for chatbots to become a common staple of future communications. Artificial intelligence and machine learning are improving by the hour. While currently most of our interactions with chatbots are handled in written form, voice services are expected to become more common.

Chatbot development services

Upgrade your chatbot strategy and change the way your customers interact with your business with the help of Botpress. Empowering companies big and small to improve their communication capabilities, Botpress offers its users an ideal developer stack to create enterprise and open-source chatbots.

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