The Role of Machine Learning in Chatbots

A chatbot in simplest terms is an example of Machine Learning created to interact with a user through a variety of mediums like mobile phones like Siri, smart devices like Google home devices among many others. The main usage of chatbots is to understand the request of the user and fulfil the same. Having a chatbot is a necessary part of any business, this is because a chatbot to an extent is a via media between a live chat agent and the organization or person looking to resolve the issues they are facing. Engage your customers with Kapture's AI Chatbots that gets smarter everyday.

Overview of machine learning in chatbots

Machine learning in chatbots is becoming more and more prevalent in the current age. Almost all businesses irrespective of their field of operation are using machine learning and chatbots to reduce the problems faced by manual power and restructuring the human resources towards more important tasks that need skills. At first glance, chatbots and machine learning may come across as a necessary help for online shopping, or for resolving issues but machine learning goes on to be employed for uses like face recognition and or virtual reality. 

Gradually, chatbots have become more popular as it has been seen that around 50% of individuals preferred to purchase from businesses that can be contacted through chat. However, as a whole it is necessary for a chatbot to be able to do the following three basic yet important tasks:

  • Provide explanatory answers to queries

  • Hold human like conversations, and

  • Mimic the circumstances of a dialogue

How Machine Learning works for chatbots?

With machine learning, a chatbot tries to understand the intent behind the user’s action and draw out the understandable parts of what has been asked by the user. Once it has been understood, the chatbot is able to provide the user with one of the following results:

  • A general definition or a pre-set text

  • Selection of text retrieved from stored knowledge

  • Reply that is deemed as an answer to the data provided or requested 

  • An action that either goes on to provide data already given for the user

  • Data provided after the interaction of the chatbot and a backend application

The basic idea behind the application of machine learning is to combine learning with experience and algorithms so that it is able to make improved decisions without having a human touch. 

Although there is limit in the functionality in terms of having an engaging conversation, with machine learning the chatbot is able to respond to a variety of questions and create appropriate responses. This in turn improves the functionality of the chatbot and also makes the usage of machine learning appear as a natural part of the chatbot.

Development of Chatbots with Machine Learning

The increase in the usage of chatbots has now created a wide variety of areas where customers can connect with to achieve business goals via conversational commerce. Being an extremely useful technology that businesses can rely on, they can learn from previous interactions, become intelligent over the passage of time. 

Chatbots work through either a rule based system or a smart machine based system. Through the rule based system give predefined responses from stored data on the basis of keywords provided through research. On the other hand, smart machine based chatbots gain their abilities through machine learning and modify their working on the basis of customer interactions.  

Conclusion

Since machine learning is still evolving, it can be said that chatbots are still in their initial stages and can be prone to making mistakes. Hence, having a human touch when chatbots are being used for services is necessary for better and improved user satisfaction. 

With machine learning chatbots continuing to grow, we are setting foot towards an age of intelligent automated shopping assistants. Thanks to more intelligent chatbots integrated with our live chat channels, we are capable of offering increasingly smart customer experiences.

Empower your support agents to serve more customers in less time with Kapture’s all-in-one chat suite.

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