A chatbot is a software application that is powered by artificial intelligence. It was created to simulate a chat or a conversation with the natural human language for a more enhanced solution to queries. A chatbot is just like any other application but far more advanced. It can read patterns and analyze what to display next to the particular question that has been asked by the user. Chatbots have become the go-to solution in many industries like food, e-commerce almost everywhere. It is widely used as a customer support system rather than anything else. The major reason for using a chatbot in customer support is that it is available 24×7 for seven days a week. The customer can have quick answers and most of the queries are solved instantly but some are not.
The first chatbot to ever come into existence was ELIZA in 1996 at MIT. It was a basic chatbot that was used to answer some basic questions about decision trees, Ever since they have become a massive success in various industries. Chatbots are very intriguing when it comes to the part of how they work. After all, you would think about how some machines can talk to you as good as a human.
This can be done in two ways: rule-based research which results in hard coding or letting the chatbot analyzing the patterns which are done strictly by artificial intelligence. Chatbots are given a question and they try to identify the words which are asked providing a preset answer to the user. The easiest and the biggest example someone could understand about chatbots is the Siri chatbot pre-installed on your iPhone. Siri is a virtual assistant that was created to make the lives of their owners easier. Just as Siri is available for iPhone you have google assistant in your android based operating system to compensate for the same.
Chatbots are so much use but it has made thousands of people unemployed. The cost of production of a chatbot is almost close to zero compared to the wages that are paid to a human to perform the same task. Companies have started using chatbots in recent times to lay off a huge load of people cutting the management costs. Big brands like zomato,swiggy in the food sector, and almost every e-commerce website like Amazon, Flipkart, eBay to name a few have started using chatbots for their customers. The whole industry is becoming computer-centric which includes artificial intelligence-enabled chatbots play a big role in that. And it would be a big lie to deny the fact that customers all over the world are loving the experience of chatbots as they expect a faster and a more vivid explanation or response to their queries. A chatbot can also be considered as a robot that stays inside the computer and controls everything physical robots now do most of the parts which was earlier performed by humans. Though chatbots are good and have every possible reason to replace us for the years to come they will not be able to do so. No matter what qualities they may develop but there is one thing that they can never develop is empathy that is what makes human beings so special. Also, they lack the human skills of problem-solving they will only give you the answer that is already present in the systems. Any question other than you are more likely to die trying than to get a perfect answer to your question. Behind chatbots, there are human employees only at the end to solve a problem that you might be facing.
Why they will never be able to replace humans?
There are several reasons why chatbots can only be a great show but could never take over.
No doubt they are fast but they do not have the answer to all your questions. They aren’t perfect. You may ask for an answer but they might return some other answer that may be completely irrelevant to you. In this way customers can easily get frustrated and because chatbots work from a limited database and cannot improvise any further than that.
Developing complex chatbots can be very costly. You might have to invest a huge capital just to create a chatbot that may not be much efficient at the end. At this cost you could employ four people and also not all businesses can use chatbots. There is a good chance that most of them might be successful with the use of chatbots but the minor part still stays.
Considering all the above factors you can relax as chatbots are not going to take over for a while but due to an increase in the technology, it may happen someday. You never know!