What Is Chatbot? A Comprehensive Guide In 2021

Ajay Ohri


You’ve most likely connected with a chatbot if you know it. For instance, you’re at your PC exploring an item, and a window pops up on your screen inquiring as to whether you need assistance. Or then again maybe you’re headed to a show and you utilize your cell phone to request a ride via chat. Or then again you may have utilized voice commands to arrange a tea or coffee from your neighborhood cafe and got a reaction disclosing to you when your request will be prepared and what it will cost. In this article, we will discuss what is chatbot, its features, why use chatbot, types and what is chatbot automation and deflection.

These are generally instancing of situations in which you could be experiencing a chatbot.

In this article let us look at:

  1. What Is Chatbot?
  2. Chatbot Features
  3. Why Use Chatbots?
  4. Types of Chatbot
  5. How Do Chatbots Work?
  6. What is Chatbot Automation and Deflection?
  7. Types of Bots

1. What Is Chatbot?

A chatbot is a software application utilised to lead an online chat discussion through text-to-speech or text, rather than giving personal contact to a live human specialist. A chatbot is a kind of software that can automate discussions and collaborate with individuals through messaging stages.

Intended to convincingly mimic how a human would act as a conversational accomplice, chatbot frameworks ordinarily require persistent testing and tuning, and numerous underway stays incapable to enough talk or finish the business standard Turing test.

A chatbot builder is a no-code chatbot development stage, utilizing which you can make different chatbots, for example, inquiry bot, appointment bot, live chatbot, and so on for your mobile app and website in minutes.

Artificial Intelligent or AI chatbot is software that can recreate a client discussion with a natural language through messaging applications. It expands the client reaction rate by being accessible day in and day out on your site.

2. Chatbot features

  • Pre-Trained
  • Autonomous Reasoning
  • Free to Explore
  • Emotionally Intelligent
  • Integrates with CRM
  • Omni-capable
  • Conversational Maturity

3. Why Use Chatbots?

Chatbots dominate at finishing redundant work and tasks nonstop. They can work alone or close by people and are successful at finishing 60-90% of a normal human group’s responsibility, contingent upon the utilization case.

4. Types of Chatbot

Chatbots measure data to convey speedy reactions to a wide range of clients’ solicitations with AI-based chatbots and pre-defined rules. There are two types of chatbots:

  • Rule-based chatbots 

It follows the predefined ways during discussions. At each progression during the discussion, the client should pick from unequivocal alternatives that decide the subsequent stage in the discussion.

  • Conversational chatbots 

These are likewise alluded to as digital assistants or virtual assistants. They are significantly more personalized and interactive than rule-based chatbots. It converses with the clients as in a manner people talk and convey, all things considered circumstances.

The conversational communication abilities of the chatbot technology enable them to convey what clients are searching for.

5. How Do Chatbots Work?

Chatbots work by identifying and analyzing the purpose of the client’s solicitation to separate pertinent entities, which is the main task of a chatbot. When the investigation is done proper reaction is conveyed to the client.

The chatbots work by embracing three order strategies.

  • Pattern matching
  • Natural Language Understanding (NLU)
  • Natural Language Processing (NLP)
  • Pattern matching

Bots use design matches to bunch the text and it creates a fitting reaction from the customers. AIML or Artificial Intelligence Markup Language is a standard organized model of these patterns.

  • Natural Language Understanding (NLU)

NLU is the capacity of the chatbot to comprehend a human. NLU follows three explicit ideas. They are: 

  1. Expectations
  2. Context
  3. Entities
  • Natural Language Processing (NLP)

NLP bots are intended to change over the speech or text inputs of the client into organized data. NLP involves the underneath steps:

  • Tokenization
  • Sentiment Analysis
  • Normalization
  • Entity Recognition
  • Dependency Parsing

6. What is Chatbot Automation and Deflection?

Automation and Deflection apply to most chatbot usage cases, and ascertaining their advantages is very comparative across all utilization cases. 

  • Deflection

It happens when a client assistance group and their chatbot work during the exact hours. The chatbot starts each visit discussion with a client and endeavors to tackle their inquiry.

Deflection Rate % = 1 – Number of Conversations Transferred to Agent divided by All Conversations Within Live Chat Opening Hours * 100

  • Automation

At the point when the chatbot works without human specialists as a backup, it automates discussions. This is frequently the situation when the chatbot is giving client support outside of available time.

There are two different ways to ascertain the chatbot computerization rate. 

(i). General Automation Rate

Automation Rate % = 1- Number of Unresolved Conversation divided by All Chat Conversation * 100

(ii). Outside of Service Hours Automation Rate

Automation Rate % = 1- Unresolved Conversation Outside of Live Chat Hours divided by All Conversation Outside of Live Chat Hours * 100

7. Types of bots

  • Ticketing Bots
  • Download Bots
  • Social Media Bots
  • Spam Bots
  • Scraper Bots
  • Spider Bots
  • Web crawlers
  • Chatbots
  • Gaming bots
  • Shopping bots
  • Monitoring bots
  • Transactional bots
  • Informational bots
  • Entertainment bots


Bot automation utilizes software bots to finish a task or set of tasks without human mediation. A few bots run dependent on triggers, some are planned, and some work nonstop.

The benefits of using chatbots for your business are available 24*7, automation of repetitive work, handling customers, helps you save money, provides 100% satisfaction to customers, and so on.

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