Chatbots to Manage Daily Tasks of Tech Companies

AI-Based chatbots are auto-agents that simulate human-like conversations in their native language using natural language processing (NLP). AI-Based chatbots are becoming increasingly valuable to organizations for automating business processes such as customer service, sales, gathering customer requirements, managing software projects, handling and answering admission inquiries; most important is in the COVID-19 context as many Govt Organizations used it to deliver valuable and correct information to its citizens as Pakistan Govt used to deliver nearest COVID-19 Test centers and precautions and HR Operations like conducting interviews.

1. What is Chatbot?

If you want to know what a chatbot is, Let’s consider one of your regular operations, “Text Messaging,” where you talk with someone on message, and he responds to your messages. Then suddenly, you know it’s not a human on the other end; it’s a computer program that responds to your messages. It’s called a chatbot. According to Wikipedia, “A chatbot or chatterbot is a software application used to conduct an online chat conversation via text or text-to-speech, instead of providing direct contact with a live human agent.” 

It is the most common application nowadays, used by approximately all major tech companies; we don’t know Chatbot responds to our queries on the other end, for example, when you contact a Facebook page to book an order online. If you realize your queries are responded to by the agent instantly and with accurate results. It’s a chatbot agent, not a real human agent. You are surprised Siri by Apple, Cortana by Microsoft, Google Assistant by Google are also types of chatbots, but they are rule-based. Now it is an era of AI-Based Chatbots. In this article, we are discussing AI-Based Chatbots.

2. Types of Chatbots:

See this diagram carefully; now, I will discuss all these chatbots using real-life examples so you can understand all types of chatbots easily and conveniently.

The first one is Menu/Button-based chatbots; it is the most common type of chatbots used in the early stages after this technology was introduced. When you want to book an order and response from websites comes immediately, most chances are it is a chatbot, now he started answering about your order type, price, delivery, address, etc. If the agent gives you options to select and you select any of them, and the Chatbot accepts it without knowing it is true or not, this chatbot type is Menu/Button Based Chatbot.

Now, its time to discuss the second type of Chatbot, which is Keyword Recognition based Chatbots; it is an advanced version of Menu/Button based chatbots, it is mostly the same with only one change which is you are not restricted to select only given options, you have also used any input by giving a free-response. Then this type of Chatbot checks the keywords available and selects the most appropriate response with the help of the keyword recognition feature.

The third Chatbot type is Hybrid Model Chatbot; by considering the above online order example, if you are asking a question and the Chatbot suddenly stops answering your queries, and after some time your query is answered by the agent, who will be human, this chatbot example is Hybrid Model Chatbot which is integrated with the instant messaging platform, where both human and Chatbot tries to respond customer queries. First, the Chatbot tries to respond to the user’s queries; if the Chatbot does not recognize the customer’s queries, he does not answer and simply pas this conversation to the human agent. A Big Tech company named “Hostinger” can use this type of Chatbot. If you want to try this chatbot conversation, go to the customer support of Hostinger and ask simple questions about hosting. I hope you will enjoy this conversation.

The fourth one is Voice Bots, the most common type of Chatbot used in daily operations. As discussed above, we control home equipment with Google Assistant, control mobile operations with Siri or Google Assistant, and Cortana in Laptops. These are chatbots operated and managed with our voice commands. Then voice commands are converted into Text and operate accordingly.

The fifth type is the Chatbot type, thoroughly discussed in this article. This is the type of Chatbot which is the most advanced one. It is AI-Based, and Machine Learning enabled chatbots. It almost changed the working of the chatbots because it learns from the past conversations as a human can learn. It understands user queries in their native language, no matter what language is; Chatbot fully understands the user’s questions and then responds with the most suitable and appropriate answer to his query. If the answer is not available in the Chatbot’s database, it is searched from the internet and responds to user queries. It is possible with the help of the Natural Processing Engine technique used in this type of Chatbot. Most advanced and used platforms to develop this kind of Chatbots are Google’s Dialogflow and Microsoft Bot Framework.

The sixth one is the most advanced and latest chatbot type, which works on linguistics. It gives the chatbot ability to understand the user’s language context and helps to determine in which context the user is talking about. Consider the above real-life example, chatbots don’t need a human agent and successfully answer all user queries. If it does not have an answer in its database, it searches the internet. If it is not available on the internet, it learns from experience the same as a human can, and the most important is this type of Chatbot can understand in which context users are talking about. This is considered the most useful ability of a chatbot to control conversations with humans completely, and the chatbots can do these types of conversations.

3. Applications of Chatbots:

According to the article written by Cem Dilmegani, the Following are the applications of AI-Based Chatbots:

Now, the question arises of how we can develop a chatbot and use it to manage our daily operations and the operations of tech companies. Anyhow chatbots can be used to manage all types of activities. According to research conducted by A.S Miner, chatbots are the main tool to deliver quality information about COVID-19 and respond to multiple people simultaneously. We can also learn about the tools used to develop all these types of chatbots discussed above and used for managing daily operations.

4. How is it used to manage daily operations?

Google and Microsoft are the top companies that are provided their separate tools used to manage daily operations. They are freely available so that anyone can use these tools for this purpose. Google is the top company by providing a totaled and developed tool without the knowledge of coding, and also it is hosted easily on Google Cloud Platform. According to the data collected from a fiver, this tool is the most used by developers to develop AI-based Chatbots for Tech Companies to manage their daily operations in covid-19 such as managing tasks gathering customer requirements, especially on the most used instant messaging platform Whatsapp. This tool is called Google Dialogue Flow which comes with a built-in NLP engine and GCP for hosting.

Microsoft also provides that type of tool used by Big Tech Giants: Laliga, Adobe, University of South Wales, Sydney, Telefonia, and Jet. This is completed, developed, and supported by Microsoft and the framework used to develop this chatbot is available freely on the Microsoft bot framework website. It uses Microsoft Azure Platform for hosting and the Natural Language Understanding system that Microsoft also provides. This chatbot is suitable for managing daily operations, usually in Microsoft Teams, to answer students’ queries used by the University of South Wales, Sydney, and Adobe company to manage tasks.

5. Tasks Managed by Chatbots:

• All Customer support-related tasks.
• Manage Sale Operations and Queries.
• To manage Projects Tasks.
• Assign and Tracking Tasks to developers.
• Used by teachers to answer students’ queries in less time.
• Home Automation.
• Manage mobile and computer operations.
• Appointment Scheduling.
• To deliver information.
• Gather user Requirements.

  6. Available Free Chatbot Tools:

7. How do we use Chatbots?

We are discussing the two most used AI-Based Chatbot Tools to develop an AI-Based, and ML-Enabled Chatbot used to manage the daily operations of tech companies.

Microsoft Bot Framework:

*This image is copyright of Microsoft

*This image is copyright of Microsoft

Google Dialogflow:

*This image is copyright of Google

8. Free vs. Paid Chatbots:

I recommend you choose these free tools to manage daily operations. When your customers feel easy to use and aware of this tool, you use pro features for further development. Mostly the tools available are paid for because of their costly development.

9. How do we host these chatbots?

Usually, Cloud Hosting is used to host these two chatbots. You must use Microsoft Azure to host Microsoft Bot and Google Cloud Platform to host Dialogflow Chatbots. You can also use local hosting to host Rule-based chatbots developed in other languages such as python, PHP, C#, etc. Cloud Hosting is the best of most features available for free to host chatbots such as NLP for both tools.

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