ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING
CHATBOTS
INTRODUCTION
A chatbot is a computer program that uses artificial intelligence (AI) and natural
language processing (NLP) to understand customer questions and automate
responses to them, simulating human conversation.
The latest AI chatbots are often referred to as virtual assistants or virtual agents.
They can use audio input, such as Apple's Siri, Google Assistant and Amazon
Alexa, or interact with you via SMS text messaging.
TASKS
1. Can this AI replace the humans in completing the task. Give reasons.
The usage of Chatbot has become more frequent companies that can provide
proactive customer interaction immediately and at any time of the day. For
businesses with limited manpower or resources, chatbots are a great tool in
helping to collect feedback and provide customer service.
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Chatbots are also able to improve productivity and workflows in companies,
allowing human agents to handle the more difficult tasks, chatbots are unable to.
This leaves the chatbots to help in answering simple, often repetitive questions
posed by customers. Following are the advantages of using chatbot :
Automating workflows and freeing up employees from repetitive tasks.
Eliminating long wait times for phone-based customer support, or even longer
wait times for email, chat and web-based support.
Enhancing customer experience by offering 24/7 customer support, but in a
cost-effective manner.
Serving internal customers with knowledge sharing and routine tasks.
However, it cannot replace human agents due to the following reasons :
Although chatbots can streamline the processes and ensure that businesses are
more efficient, they are unable to fully replace humans in the workplace simply
because they are unable to solve every question and task.
When it comes to more complex tasks that involve multiple layers of decision
making and approvals, chatbots may end up making the matter worse, thus
frustrating the customer. This is opposed to a human chat agent, who can
communicate feelings and empathize with the customer, automatically making
them better equipped to handle such complex situations, simply because they
have the human skills and relations required.
Chatbots and automation are unable to replace humans as they lack the trust,
empathy, and compassion which are necessary for customer service. Humans
are still very much needed to supervise, monitor, and take over from the
chatbots in the event where it is unable to meet the customer’s needs. It is said,
chatbots are still far from being able to replace humans and will still serve to
complement our tasks.
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2. How can we measure the performance of an AI agent? What are the
parameters to be considered?
We measure the performance of Chatbot AI agent by the following 10 key
metrics to monitor when measuring your chatbot’s performance.
1. Self-service rate: The percentage of user sessions that did not end with a
contact action after using the bot.
2. Performance rate: The number of correct answers divided by the
number of active sessions. It is an answer suggested by the bot and
clicked by the user in case of multiple choices or opened due to strong
semantic matching.
3. Usage rate per login: The volume of active user sessions on the chatbot.
To balance out with the average number of sessions on your website.
4. Bounce rate: The volume of sessions where the chatbot was opened but
not used.
5. Satisfaction rate: An average grade given when evaluating the chatbot’s
answers to balance out with the evaluation rate.
6. Evaluation rate: The percentage of user sessions that have given an
evaluation of the chatbot’s answers at least once.
7. Average chat time: It allows you to evaluate your user’s interest for your
chatbot.
8. Average number of interactions: It’s used to evaluate the Customer
Effort Score on the chatbot and must be correlated to the satisfaction rate.
If the latter is very low, the bot may be engaging the users in too many
branches and steps to meet their needs. In this case, a resolution can be to
correct the decision trees or knowledge base architecture.
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9. Goal completion rate: In case your bot contains targeted actions, a form
or some cross-selling, that is the rate of users who have reached that
specific action through the chatbot.
10.Non-response rate: the amount of times the chatbot has failed to push
some content following a user question due to lack of content or
misunderstanding.
3. Do you think AI agent can be considered as a rational agent? Give
reasons.
A rational agent is an intelligent agent that makes decisions based on logical
reasoning and optimizes its behaviour to achieve a specific goal. Chatbots are
conversational agents that are designed to simulate human conversation and
handle the conversations, allowing for mimicking context switching and
unstructured conversation dialogue of a human-to-human conversation. So
chatbots can be considered as rational agents if they are designed to make
decisions based on logical reasoning and optimize their behaviour to achieve a
specific goal.
The chatbots can understand natural language commands and take appropriate
actions based on the user's request. Chatbots makes it easy for users to find the
information they need by responding to their questions and requests through
text input, audio input, or both, without the need for human intervention.
Therefore, chatbots are rational agents simulating human conversation using
natural language processing and artificial intelligence to understand what a
human needs and adapt its response to help end-users reach a desired outcome.
And it is helpful in generating more conversations.
