An Overview of Chatbot Technology


What is chatbot?

A chatbot is a man-made intelligence (AI) program which will simulate a conversation (or a chat) with a user in tongue through messaging applications, websites, mobile applications or by phone.

Chatbot or bot – is a computer program that simulates a natural human conversation. Users communicate with a chatbot via the chat interface or by voice, like how they might ask a true person.

Chatbots interpret and process user’s words or phrases and provides a moment pre-set answer. They inhabit platforms like – FB Messenger, Whatsapp, Skype, Slack, Line, Kik, Wechat or maybe your website.

Similar to regular apps chatbots have application layer, a database, APIs and Conversational User Interface (CUI).

One of the good advantages of chatbots is that, unlike applications, they're not downloaded, it's not necessary to update them and that they don't take up space in the phone's memory. Another one is that we will have several bots integrated within the same chat.

Types of chatbots:

1.  Rule-based chatbots

This is the simplest type of chatbots today. People interact with these bots by clicking on buttons and using pre-defined options. To give relevant answers these chatbots require people to form a couple of selections.

As a result, these bots have longer user journey, and that they are the slowest to guide the customer to their goal.

These bots are great when it comes to qualifying your leads. The chatbot – asks questions, and other people answer them with buttons. The bot analyzes collected data and provides a reply.

But, for more advanced scenarios with many conditions or factors, these chatbots aren’t always the best solution.

2.  Intellectually independent chatbots

These bots use Machine Learning (ML) which helps the chatbot learn from user’s inputs and requests.

ML is the ability of the computer to learn by itself from the data, recognize patterns and decide with minimal human interference.

Intellectually independent chatbots are trained to know specific keywords and phrases that trigger bot’s reply. With the time they train themselves to know more and more questions. You can say they learn and train from experience.

3.  AI- powered chatbots

AI-powered bots combine the simplest from Rule-based and Intellectually independent. Artificial Intelligence (AI) may be a simulation of human intelligence. AI is the area of computer science that focuses on creating intelligent machines that work and “think” as people.

AI-powered chatbots understand free language, but even have a predefined flow to form sure they solve user’s problem. They can remember the context of the conversation and the user’s preferences.

These chatbots can jump from one point of conversation scenario to a different when needed and address random user request at any moment.

Why are chatbots important?

Chatbot applications streamline the interactions between people and services, improving customer experience. At the same time, they offer companies new opportunities to improve the process of customer engagement and operational efficiency by reducing the typical cost of customer service.

To be successful, a chatbot solution should be able to perform tasks effectively. Human support plays a key role here: regardless of the type of approach and platform, human intervention is crucial to configure, train and optimize the chatbot system.

What chatbot platform is right for you?

There are different approaches and tools that you simply can use to develop a chatbot. Depending on the use case you want to address, some chatbot technologies are more appropriate than others.

To achieve the desired results, the combination of different forms of AI such as natural language processing, machine learning and semantic comprehension may be the best option.

The best platforms offer two types of chatbot configuration, directed conversations and free-form conversations. A directed conversations is where a chatbot guides the user through a series of options and questions towards a particular goal.

A free-form conversation gives the user more control over the conversation by letting him send messages without the chatbot restricting his options.

Applications of chatbots:

Customer service

As you had anticipated, in the vast majority of cases they are used to perform the customer service functions in social networks, apps and websites.

They can collect registration data, provide information, answer commonly asked questions, etc.

By improving the engagement of current and potential customers they make interactions with services faster and simpler, generating better experiences for the user.

Online purchases and payments management

Chatbots help to simplify the online shopping and payment processes. They provide information and solve the issues that users have throughout the acquisition decision process.

They can also perform searches, provide similar products or maybe allow payments from the conversation chat itself. Read more at chatbots to manage payments.

Sending information and news about your company

Some are able to send information and news of the company in an automated way to customers and potential buyers of our online business. If it is used properly, it can be a very useful tool for any company or brand.

Generate and qualify leads

A chatbot can be designed to capture important user information such as email, phone etc. and send that information to sales representatives so they can do follow-ups on the conversation.

Then can also filter and qualify potential customers by asking questions and evaluating the response, to filter and only send the most valuable leads to your sales team.

Make and manage Reservations and Appointments

Chatbots are also able to automate the process of reservations and appointments by displaying availability on a calendar and taking the date selection.

Build trust and improve engagement

Generating an environment of trust between your business and your potential customers is a fundamental factor, and having a chatbot can help you in that. Chatbots show your commitment to customer experience.

Assistant 24/7

One of its most attractive features is that, by being programmed to fulfill certain functions within a digital medium, they are available 24/7. One chatbot can provide immediate answers to simultaneous users at once.


Minimal human interference within the use of devices is that the goal of our world of technology. Chatbots can reach out to a broad audience on messaging apps and be more effective than humans are.

At an equivalent time, they'll become a capable information-gathering tool. They provide significant savings in the operation of customer service departments.

With further development of AI and machine learning, somebody might not be capable of understanding whether he talks to a chatbot or a real-life agent.


Written by – Umme Amara Shaikh