PURPOSE AND ADVANTAGES OF CHATBOTS

Abstract

Digital technologies, in particular chatbots, are becoming a key element of interaction between companies (brands) and consumers, performing various functions, replacing a person and imitating his behavior. They find new functional areas related to the current activities of the organization, acquire new competencies that affect the level of market flexibility of the business and its operational efficiency. Chatbots can guide shoppers through transactional steps, saving them cognitive effort and time, and become an asset that differentiates a company or brand from its competitors. The authors believe that the personalized diversification of chatbots across economic sectors and market sectors will increase the level of maturity of companies and brands in the digital environment, aimed at public recognition and universal socialization. Machine learning gives customer service chatbots the ability to detect emotions and also emotionally engage with customers just like human agents do. The development and analysis of intelligent software and hardware, called intelligent agents, are becoming more and more integrated into everyday life. Intelligent agents perform a variety of tasks, from simple to complex operations. Chatbot, which is a typical example of an artificial intelligence system; communicates with users through messaging apps, websites, mobile apps or phone. Chatbots are one of the simplest and most common examples of human-computer interaction (HCI). In chatbot software, the process begins with understanding the offer sent by the user. The sentence submitted by the user is analyzed using natural language processing (NLP) to understand what the user means. Thus, as a result of analyzing the proposal, artificial intelligence makes a decision like a person and transmits to the user the most appropriate answer to the question. Some chatbots powered by machine learning learn more and become smarter as they interact with users. Below are some chatbot software concepts: Chatbots, which are one of the tools that can be preferred to quickly communicate with users, save time. Chatbots, which are becoming increasingly popular today, are coming to the fore in business activities. In this context, the use of chatbots in marketing and customer relations is growing every day. With the help of chatbots, it becomes much easier to reach a large customer base. Keywords: dialog box, artificial intelligence, communications, consumers, chatbots.