Chatbots Sample Clauses

Chatbots. 2.1. What is a chatbot? ‘Chatbot’, ‘virtual assistant’ or ‘conversational agent’: these words sound very familiar in one’s ears, but the chance exists that the difference between these words is obscure. This situation is not uncommon during the last few years, since a bunch of different names have been coined and used for describing the same thing, namely a robot that can talk to humans. Xxxx (2016) clarifies this misconception: “Whether you call these things digital assistants, conversational interfaces or just chatbots, the basic concepts are the same: achieve some result by conversing with a machine in a dialogic fashion, using natural language.” (Xxxx, 2016, p.811). A chatbot is in fact a robot, which is an application that does automated tasks, made up of a set of algorithms. In this sense, chatbots are just versions of robots that are designed to be capable of having a conversation, implying that they are able to understand voice or text input, process it and produce output in the form of a voice or text answer in a certain conversation (Xxxxxxx, 2017). In contrary to other robots, chatbots are characterised as unpredictable and possess the capability for expressing emotions, meaning-making, creativity and sociality (Tsvetkova et al., 2016). Most of the chatbots are autonomous, reactive, proactive and social in a conversation. Autonomous, in the sense that they fully work on their own without human support. Reactive, meaning that it can formulate appropriate answers based on human text input. On top of that, they are proactive which means that they are capable of taking initiative in a conversation - for example asking questions to the user – based on anticipation, supported by customer data (things the user mentioned before). As depicted in figure 1 below, chatbots are a category of conversational agents, which is a software system that mimics human interaction and falls under the class of dialog systems. Interactive Voice Response is an automated telephony system that interacts with callers and is another subclass of dialog systems but is not considered as a conversational agent (Xxxxxxxxx & Xxxxxx, 2017). The emphasis of this paper is on text-based chatbots that can for example be found on websites or messenger applications, and that are typically not embodied in the form of avatars, humans or animals (those are called “embodied conversational agents”). Dialog systems Conversational agents IVR Chatbots Embodied conversational agents Figure 1: Rela...
Sample 1
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Chatbots where did they come from? Even though it seems that the term ‘chatbot’ has been coined recently, they have been in existence since scientists made interaction with computers possible. Chatbots have become a popular concept for companies to experiment with and eventually implement in their customer services. However, they would have never used chatbots if they were the same as 50 years ago, as over time chatbots have tremendously improved and became smarter thanks to the support of artificial intelligence. The previous section has introduced the difficulty for chatbots to intuitively understand natural language and the shortcomings of its supporting artificial intelligence. How is it possible that chatbots have become so popular in customer services, while they still have to cope with shortcomings today? Furthermore, which challenges are there still today to cope with? To understand that, one needs to know where chatbots come from and how they have evolved.
Sample 1

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