A chatbot is a computer program designed to simulate conversations with human users. Some chatbots use advanced technology, like Natural Language Processing (NLP) to interpret human language and communicate conversationally. NLP is used by, for example, Google search and Google translate. At ReviewPro we have been using NLP for our semantic analysis to interpret what guests are saying in reviews and survey responses.
What Are The Different Types of Chatbots?
In general, we can distinguish between two types of chatbots: rule-based chatbots and AI-based chatbots.
How Does a Rule-Based Chatbot Work?
Contrary to popular belief, not all chatbots are using artificial intelligence (AI). Instead of AI, a rule-based chatbot uses a tree-like flow to understand guest queries. The chatbot will identify keywords and based on those, it will ask follow-up questions to the guest to eventually get to the correct resolution. This tree-like structure and the answers are all predefined which allows you to be in full control of the conversation, even if you are not responding yourself.
How Does an AI-Powered Chatbot Work?
On the other hand, an AI-powered chatbot is powered by NLP, which means it will try to interpret the human language and try to understand the intent, so what is it that the guest wants. The benefit of AI-powered technology is that it will keep learning. So, the more it interacts with guests, the better it will become at understanding the intent and the better it will respond.
There are also hybrid chatbots that combine characteristics of both types. ReviewPro’s Guest Experience Automation™ (GEA) chatbot, for example, uses AI technology to understand the guest’s intent but will use follow-up questions to get to the right resolution. This allows you to be more in control of the answers, making sure they are in line with your brand’s tone of voice while communicating exactly what you want.