The term “chatbot,” of English origin, comes from the fusion of two words: “chat” (to converse) and “bot” (robot). The term was coined by computer scientist Michael Mauldin, creator of the Chatbot Verbot and Lycos, one of the first search engines in Internet history. As often happens when technology becomes part of our daily lives, it integrates into our routine almost imperceptibly. Initially taking small steps, then becoming more pervasive. In today’s reality, we converse much more frequently with machines than we realize—machines that not only offer coherent responses to our questions but also simulate the dynamics of a normal human conversation.
Today, these software programs generate responses of all kinds. There are simpler and more widespread programs capable of automated responses through a series of keywords. There are also more advanced programs that leverage the possibilities offered by “machine learning” and Artificial Intelligence to provide non-automated, conversational responses. These virtual assistants rely on natural language understanding and can learn user preferences, tailoring searches and responses accordingly. Some examples of these chatbots include Apple’s Siri, Amazon’s Alexa, Microsoft’s Cortana, and Google Assistant.
Among the many instant messaging tools available today is the online chatbot, a software designed to simulate a conversation with a human being. Thanks to the significant advancements in artificial intelligence, chatbot development can understand the context and intent of a conversation to provide the most appropriate responses.
Chatbot: What Are They?
The possibility of simulating a human conversation through software was hypothesized in 1950 by Alan Turing in his famous article “Computing Machinery and Intelligence.” In his paper, the renowned British mathematician and cryptographer proposed determining a robot’s intelligence through its ability to simulate a human dialogue without the interlocutor realizing it. This test, historically known as the Turing test, marked the beginning of a revolution that continues to accompany us today.
Seventy years after that publication, Turing’s proposal is no longer a mere hypothesis but a concrete reality with specific impacts on our daily lives. Today, for example, free chatbots are available to companies to make customer support faster and more immediate. Among the most well-known are chatbots for WhatsApp, Messenger, and Telegram.
How Does a Chatbot Work?
There are two main types of chatbots: declarative and predictive. The former are single-purpose programs dedicated to tasks focused on executing a function, generating automated yet conversational responses to user requests. Interactions with these chatbots are highly specific and structured. Task-oriented chatbots are capable of handling common questions and are currently the most widely used.
Predictive chatbots, on the other hand, are data-driven (from conversations) and are often referred to as virtual assistants or digital assistants. They are much more sophisticated, interactive, and personalized compared to task-oriented chatbots. These chatbots are contextually aware and use natural language understanding to learn.
They apply predictive intelligence and data analytics to enable personalization based on user profiles and past user behavior. Digital assistants can learn user preferences over time, provide recommendations, and even anticipate needs. In addition to monitoring data and guidelines, they can initiate conversations.
Key Features and Benefits of Chatbots for Businesses
- Provide Timely News and Information: Based on parameters provided by customers or users.
- Real-Time Responses: Answer questions in real time, directly solving many logistical problems.
- Increase Engagement: Enhance user engagement and involvement.
- Execute Promotional Activities: Carry out promotional and marketing activities with profiled users.
- Assist in Purchasing: Help customers with purchasing products and services.
- Automate Repetitive Tasks: Delegate tedious and repetitive tasks to the software.
- 24/7 Operation: Chatbots operate tirelessly and can offer personalized dialogue.
Chatbot Developed by Diecipoints
Example of a Chatbot Created for Our Client
Chatbot for Ukrainian Refugees
One area where our chatbots are already being used successfully is the humanitarian field. We developed a chatbot for a major Italian non-profit organization, which operates to defend the rights of refugees and asylum seekers. This multilingual chatbot, accessible via the Telegram app, is specifically designed to assist Ukrainian refugees, providing real-time information on safety measures, asylum procedures, and other relevant issues.
Main Features and Advantages
- Continuous Availability: Our chatbot is active 24/7. This means that refugees can access crucial information and assistance at any time without waiting for traditional office hours or human assistance.
- Multilingual and Intelligent: The Diecipoints chatbot is much more than a simple linguistic interface. It is incredibly intelligent and capable of automatically recognizing different languages, including Ukrainian and other languages spoken by refugees. This flexible communication ability helps overcome language barriers, ensuring everyone can access the information they need without difficulty.
- Time and Cost Savings: The chatbot is an efficient solution that saves precious time and reduces operational costs. It responds instantly to frequently asked questions and provides vital information without requiring human presence 24/7. This allows the non-profit organization to focus on more specific and complex activities while the chatbot handles basic requests.
- Continuous Learning: The real power of the Diecipoints chatbot lies in its ability to learn and improve continuously. Each user interaction is an opportunity to refine responses and enhance the chatbot’s skills. Frequently asked questions are analyzed and, if necessary, integrated into the chatbot’s knowledge database for increasingly precise, efficient, and rapid future responses.
- Integrated Human Support: Despite its autonomy, the Diecipoints chatbot is designed to offer a smooth transition to human support when necessary. If a request exceeds the chatbot’s capabilities or requires a deeper understanding, the chatbot can easily refer the user to a human operator, ensuring no request goes unanswered.
- User Requests in Various Languages: The chatbot responds in the language of the request, whether French, Spanish, Ukrainian, or any other supported language.
