Artificial Intelligence transforms different interfaces into interactive systems that can be interacted with using Natural Language Processing technology. Thus, businesses can offer voice-integrated smart self-service solutions to their customers with Natural Dialogue Solutions, which can be positioned in different areas ranging from IVR systems to virtual assistants, from chatbots to smart systems.

1. ARTIFICIAL INTELLIGENCE
VIRTUAL ASSISTANTS
AND CHATBOTS
Tuğçe ARSLAN
&
aNumak
Company

2. There’s a reason people say, “first impression is the last impression.” About 51% of
customers will never approach a business again after a single bad experience. This puts
pressure on every interaction and missed opportunity with potential customers, new purchasers,
and long–term users.
Webchat is often the first impression for customer service interactions. However, while chat
services initially connected consumers with actual customer service staff, chatbots have become
increasingly common – for obvious reasons and with obvious limitations.
As a result, no platform guarantees an enhanced customer experience. Consumers care
most about solving their problems. Whether they do this with a person or a chatbot is
secondary.
This is what your consumers want. Chat preference continues to grow: Around 70% of
consumers prefer voice chat when given a choice, and about two–thirds of customers who
engage with a chat platform are more likely to return to a website and buy again.
A chatbot is a chatbot that communicates with people by voice, text, gesture, etc. It is
software that interacts through various environments such as A chatbot with the power of AI
(Artificial Intelligence) domains such as NLP (Natural Language Processing), enabling more
natural and intelligent conversations between humans and technology.
Chatbots are designed to chat with people. These conversations range from the basic (for
example, “Tell me when the bus is coming”) to the more advanced (for example, Alexa and
Siri).
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3. • Human–like speech,
• Answering user questions,
• Collecting and analyzing data,
• Guiding users through processes,
• Using predictive analytics to provide person-
alized services to users.
Types of Chatbots
Chatbots fall into two main categories:
1. Language–Based / Rule Based:
This category of chatbot follows the rule or
algorithm to answer any question/query asked
by the user. However, these are simple robots
built with hard coding that can only answer a
pre–programmed set of questions. Therefore,
the robot cannot respond naturally, and the in-
telligence of such chatbots is entirely dependent
on the programmer who designed them.
There are many advantages to using rule–
based chatbots:
• It is not costly.
• It is easy to use.
• It is incredibly safe.
• It is easy to integrate.
• Images, videos, etc. It may contain interac-
tive elements such as.
2. Artificial Intelligence (AI) Chatbots
To be more specific, Artificial Intelligence
(AI) Chatbots that use Machine Learning (ML)
are usually made using the NLP (Natural Lan-
guage Processing) technique; they understand
the context and purpose of a question before
responding or taking any action.
These chatbots generate their answers to more
complex queries using natural language re-
sponses. The more you use and train these
robots, the more they learn and the wiser they
get with lifelike types of responses.
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4. There are many advantages to using Artificial Intelligence (AI) Chatbots:
• It gives relatively more honest answers.
• They learn from knowledge and experience.
• There is a broader range of decision–making skills.
The relative strength of Artificial Intelligence (AI)–based chatbots largely depends on their
access to training data.
As you can imagine, the wealth of this source material and the quality of the chatbot re-
sponses that follow very intensely.
What Are The Best Platforms For Creating Chatbots ?
Chatbot platforms are the best starting point for beginners. These platforms have a simple
and easy–to–use design. You do not need any coding knowledge with chatbot platforms. You
have to create the flow or algorithm of how this chatbot will work.
Chatbot platforms are divided into two types:
1. Development Platforms
Chatbot development platforms allow you to create a coding/no coding chatbot in minutes.
You have to create the flow or algorithm of this chatbot.
• Bottr
• api.ai
• Botstar
• Botsify
• Chatfuel
• Flow Xo
• Motion.ai
• Manychat
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5. 2. Broadcast Platforms
It is a platform where the user can access and use the chatbot. Here is a list of a few
popular platforms:
• Slack
• Viber
• Skype
• WeChat
• Website
• Telegram
• Messenger
• Amazon Echo
What Are the Best Frameworks for Building a Chatbot ?
Chatbot Frameworks is a type of SDK that allows developers to build using NLP (Natural
Language Processing), NLU, and other cutting–edge techniques.
Frameworks provide essential building blocks such as intent, context, assets, and conversational
design, depending on which developers need to build bots through coding. However, unlike
framework platforms, there is no drag-and-drop functionality and no predefined flow or tem-
plates of any kind.
• Chatterbot
• WordPress
• RASA Stack
• IBM Watson
• Amazon’s Lex
• Google’s Dialogflow
• Microsoft’s Bot Framework (MBF)
Algorithm for Creating a Chatbot
• State the purpose of the chatbot. What kind of services will it be used for? What issue will
be addressed? What is the purpose of the chatbot’s existence?
• Will it is rule–based or an Artificial Intelligence (AI)–enabled chatbot?
• Find the right platform for you (platform selection will vary based on your time, knowledge,
and budget).
• Choose your framework, decide what kind of technique or technology you will use, and
how complex will your chatbot be ?
What are the Advantages of Chatbots for Businesses ?
• Supports leads and issues to provide context to live agents.
• It improves the customer experience by providing 24/7 support.
• It reduces costs by processing larger requests without any additional expenditure.
• It reduces human error as bots instantly pull standardized information from a database.
• It reduces response time as they can instantly respond to multiple users simultaneously.
• It enables you to sell more by actively engaging with potential customers with personalized
experiences.
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6. • Chatbots can help businesses smooth
operations, engage with customers, and
handle requests and complaints faster.
• It analyzes market and customer data to
provide instant insights and recommenda-
tions that meet the target audience’s needs.
• It increases operational efficiency by allow-
ing people to devote more time to complex
tasks rather than being stuck with the essen-
tials.
1. Are you trying to reduce customer
service costs ?
However, Chatbots still need a backup,
human–based option.
The time and money required to roll out a
chatbot vary widely, from a few minutes and
a few dollars to hundreds of hours of develop-
ment costs. To build a conversation bot from
scratch.
Because a live chat agent can only handle
4–6 chats at a time, a high volume lives chat
service can quickly become a cost center, es-
pecially when placing training, administration,
and turnover costs above hourly expenses.
A website, a chat platform, and chatbots
must remain up and running. For most com-
panies, this necessitates some form of backup
customer service option.
2. Need to scale customer service
operations ?
Chatbots often get frustrated when they
aim to replace humans for basic customer
service needs. However, when chatbots pro-
vided a level of customer service beyond what
consumers expected, companies found more
opportunities to experiment.
3. Are you struggling with customer
service response times ?
It takes more than 15 seconds for a human
to respond to a query. A single 15–second
delay may not significantly impact the customer
experience. Still, the overall uncertainty (15
seconds for each response in each interaction
between each agent) can result in longer wait
times and higher staffing requirements.
Likewise, if consumers expect a 24/7 re-
sponse, chatbots are the most cost–effective
(and in some cases only reasonable) solution.
4. Do you want more data on
customer service interactions ?
Chatbots can diagnose online trends and
report to your organization.
Matching conversational data from chat-
bots on a website with visitor locations helps
organizations customize their experience and
improve conversion rates.
The same is not valid for live agents. Unless
they have access to powerful integrations such
as Microsoft Dynamics, live chat agents may
not remember customer history efficiently or
understand past trouble spots.
5. Do you spend time answering
simple, fact–based questions ?
Chatbots can pull critical information
from company databases almost instantly.
Satisfi Labs provides Artificial Intelligence
(AI)–based chatbots to zoos, aquariums,
museums, and more. While chatbots collect
visitor data, they also help consumers book
tickets.
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7. ANUMAK & COMPANY
aNumak & Company is a global management consulting firm, an India private company
limited by warranty. It is a company with expertise in creating scalable business models for
different industry verticals. The Company strives to provide solutions through consulting, digital
transformation, and innovative products that solve modern business problems. Offering on–
site and offshore support and unique strategies, aNumak & Company transforms traditional
business models into high–performance, dynamic, and distinctive business enterprises.
It brings insights from core domain experts to deliver the best possible solutions to drive
growth. aNumak & Company and each of its member firms are legally separate and
independent entities. For more detailed information about aNumak & Company and its
member companies, please visit https://www.anumak.com
This material was prepared by aNumak & Company. This material (including any information
it contains) is intended to provide general information on a particular topic(s). This material
may contain information obtained from publicly available information or other third–party
sources. aNumak & Company does not independently verify such sources and is not
responsible for any loss resulting from reliance on information obtained from such sources.
aNumak & Company does not provide any investment, legal, or other professional advice or
services through this material. You should seek specific advice from the relevant
specialist(s) for such services. This material or information is not intended to be considered
the sole basis for any decision that could affect you, your business, or the operations of the
company. Before making any decision or taking any action that could affect your finances or
business, you should consult a professional.
No institution at aNumak & Company can be held responsible for any loss suffered by any
person or institution due to access to, use, or reliance on this material. By using this material or
any information it contains, the user accepts he entirety of this notice and the terms of use.
©2022 aNumak & Company
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8. CONTACTS
Amith Kumar
Chief Executive Officer,
aNumak & Company
amith@anumak.com
Neha Anush
Chief Operating Officer,
aNumak & Company
neha.anush@anumak.com
Cesibel Rodriguez
Chief Branding Officer,
aNumak & Company
cesi@anumak.com
Ricky Devaya
Chief Human Resource Officer – India,
aNumak & Company
ricky@anumak.com
Vilas Khole
Chief Delivery Officer – India,
aNumak & Company
vilas@anumak.com
Karthik Reddy
Chief Sales Officer – UAE,
aNumak & Company
karthik@anumak.in
Iván Muñiz Rothgiesser
Sales Director,
aNumak & Company
ivan@anumak.com
aNumak & Company
marketing@anumak.com
Pr@anumak.in - info@anumak.com
CONTRIBUTORS
Gino Mori Valenzuela
Client Partner – Retail,
aNumak & Company
gino@anumak.in
Diana Marcela Rios
Client Partner – Retail,
aNumak & Company
diana@anumak.in
Víctor Freundt
Client Partner – Education,
aNumak & Company
victor@anumak.in
Agyemang Mensah Kwadwo
Graphic Designer,
aNumak & Company
agyemang@anumak.in
Author: Tuǧçe ARSLAN
arslan@anumak.in
anumak.com