Chatbots have completely changed the way customer service requests are handled nowadays. It’s almost impossible to run a successful business and keep your customers satisfied without using these powerful tools.
Avi Ben Ezra, the founder of Snatchbot, one of the best free chatbot platforms out there, said: “A recent chatbot report released by BI Insider revealed that over 80% of businesses are expected to have implemented some sort of chatbot solution by 2020.”
This is why it’s important to note that if you want to get and stay ahead of the curve, now is the time to act. Chatbot technology is developing daily, and it’s only a matter of time before everyone gets in on the hype train.
This article aims to explain the processes behind creating an intelligent chatbot with learning abilities, so keep on reading if you want to learn more and discover what it takes to make an autonomous and intelligent chatbot.
The chatbots’ intelligence
Chatbots are intelligent agents and thus “agency” is their most important feature. This refers to an agent’s ability to determine its goal and to proceed towards it autonomously – on its own, without any specific instructions. That is achieved through the so-called “sense-think-act” cycles.
The first step is basically sensing the environment to acquire information that is needed for executing a specific task, where a chatbot “listens” to the sentences that a user types in. The next step is thinking, which is the basis of Artificial Intelligence.
The thinking process includes converting the acquired information into something a bot can comprehend with the help of natural language processing technology, storing them into the knowledge base and updating the agent’s state based on both previous and newly acquired knowledge, and then finally making an appropriate decision based on it. After achieving all of this, an agent will be able to convert its decision into an action.
This kind of a learning process enables chatbots to find patterns in the information received and respond to them accordingly.
Another essential part of making a chatbot intelligent is its knowledge base – how the gained information is stored. This is an extremely important component, since it determines the quality of the learning process, as well as the level of the bot’s intelligence.
If it possesses a good knowledge base, a bot is able to learn faster, to distinguish between relevant and irrelevant information, and to make use of relevant information in order to provide relevant answers. When information is stored appropriately, it can increase the effectiveness of the bot’s learning process.
The final step of the thinking part is when a bot needs to decide what to do with all the gathered and learnt information. To put it simply, it basically means that a chatbot needs to know what to say next. More intelligent bots have the capacity to plan ahead and modify their decisions according to new information.
Once this decision is made, the thinking part ends and the acting part begins, where a chatbot types the sentence it has decided to say.
How to make a chatbot that learns
In order to create a chatbot that is able to learn over time, it’s important to understand AI technology, as well as Machine Learning (ML). ML works by using complex algorithms that can read data and learn all about it, so that the bot can decide what to do with it.
After AI and ML, another important area for creating an intelligent bot is Deep Learning (DL), an advanced version of ML, where neural networks are used to decide on a probability of accuracy.
However, sometimes chatbots are simply unable to answer each and every question, regardless of how well designed they are. In those cases, it’s important that a chatbot can let a human being respond instead of them and then learn based on those responses.
That way, our bots can learn from our past conversations and technically become smarter over time. To ensure that the learning process of your chatbot is going smoothly, it is advisable to have a “bot training room” where you can train it by providing cleanly prepared scenarios.
This is both an effective and cost-efficient solution, as you won’t be needing a pricey programmer to write lines of code for conversations. You can simply have one of your employees write down some text chats instead and save loads of money.
Moreover, there are now websites that can help you make the best intelligent bot for your company’s website in just few easy steps.
To sum up, the future of chatbots is certainly bright and full of possibilities, but in order for bots to live up to its users’ expectations, a lot more research and development needs to be done before we can have a fluent and natural conversation with an average chatbot.
While chatbots of today are still a long way from perfect, new solutions to the many problems this growing industry is facing are being found every day, which is why many experts strongly believe that it’s only a matter of time before we have chatbots who will communicate in a natural and organic way, just like humans do.