![]() For example, when relying solely on human power, a business can serve a limited number of people at one time. With chatbots, a business can scale, personalize, and be proactive all at the same time-which is an important differentiator. They allow companies to easily resolve many types of customer queries and issues while reducing the need for human interaction. The value chatbots bring to businesses and customersĬhatbots boost operational efficiency and bring cost savings to businesses while offering convenience and added services to internal employees and external customers. Apple’s Siri and Amazon’s Alexa are examples of consumer-oriented, data-driven, predictive chatbots.Īdvanced digital assistants are also able to connect several single-purpose chatbots under one umbrella, pull disparate information from each of them, and then combine this information to perform a task while still maintaining context-so the chatbot doesn’t become “confused.” In addition to monitoring data and intent, they can initiate conversations. Digital assistants can learn a user’s preferences over time, provide recommendations, and even anticipate needs. They apply predictive intelligence and analytics to enable personalization based on user profiles and past user behavior. These chatbots are contextually aware and leverage natural-language understanding (NLU), NLP, and ML to learn as they go. Data-driven and predictive (conversational) chatbots are often referred to as virtual assistants or digital assistants, and they are much more sophisticated, interactive, and personalized than task-oriented chatbots.These are currently the most commonly used chatbots. ![]() Though they do use NLP so end users can experience them in a conversational way, their capabilities are fairly basic. Task-oriented chatbots can handle common questions, such as queries about hours of business or simple transactions that don’t involve a variety of variables. Interactions with these chatbots are highly specific and structured and are most applicable to support and service functions-think robust, interactive FAQs. ![]() ![]() Using rules, NLP, and very little ML, they generate automated but conversational responses to user inquiries. Task-oriented (declarative) chatbots are single-purpose programs that focus on performing one function.Makebot has attracted attention in the chatbot market with numerous international clients in diverse industries including financial services, healthcare, retail, eCommerce, education, and tourism.įor inquiries on introducing chatbots or downloading the report, please visit the Makebot website ( ).Driven by AI, automated rules, natural-language processing (NLP), and machine learning (ML), chatbots process data to deliver responses to requests of all kinds. Last year, the company launched AI chatbot services for the largest K-pop entertainment platform (Weverse) and Korean Air. Makebot can also offer multi-language services on its chatbot. With a single chatbot, it can link with various social networking platforms including Facebook, WhatsApp, and Line. Makebot provides an AI-powered chatbot service. ![]() In addition, more than 50% of the respondents said "this is a perfect time" to a question "when would be the best time to introduce chatbots in your organization?" A bulk of them also reported that companies that have introduced chatbots are viewed as successful in digitizing their business and thus are likely to reap the benefit of improving their corporate image. Most of the respondents also replied that they were willing to use contactless services even after the COVID-19 crisis is over, which indicates that the pandemic was an important motivation to try contactless services.Īs to a question asking whether robots would take away jobs from humans, most respondents were skeptical about the gloomy prospect and instead suggested an opinion that digitized chatbots are not competitors but helpers for humans. Of these, 85% answered that they had used chatbot services in the past six months. In the 2021 edition, the company selected five countries in Asia including Hong Kong, Singapore, India, Japan, and Korea to highlight the perception toward chatbots in these countries.Īccording to the report, 66% of the survey respondents in the five countries said that they had heard about chatbots. Since 2018, Makebot has published a chatbot trend report annually to raise awareness on chatbots and show ways forward to industry professionals. SEOUL, South Korea-( BUSINESS WIRE)- Makebot, the company building fully customized chatbot services for global corporations, announced that it has published the 2021 Asia Chatbot Trend Report on January 26. ![]()
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