Many years have passed since the creation of the first chatbots, ELIZA (1960), to the appearance of the one that wrote a novel with generative artificial intelligence (ChatGPT, 2021) or the one from Stanford University that serves as a support in mental health through cognitive-behavioral therapy (CBT) techniques. Like these, there are several milestones that, although anecdotal due to their relative novelty, demonstrate the potential of bots to become relevant agents in the lives of all human beings.

What is beyond doubt is the efficiency that chatbots represent for companies to solve internal or external processes that would otherwise take a lot of time and effort in their operations, especially in the areas of customer service, sales or marketing.

Back in 2018, a Survey Monkey study showed that 78% of consumers already preferred to use a chatbot for quick assistance, rather than waiting for a human experience, for simple issues. However, with the development of generative artificial intelligence, it is now possible to offer a complete experience for more complex situations as well.

Generative artificial intelligence in chatbots and their capabilities

We talk about generative artificial intelligence when we refer to artificial intelligence that uses advanced algorithms to create new and original content, such as texts, images, audios and videos. This can be applied in content creation, data processing and even to evolve digital assistants or chatbots.

The simplest equation to generate a chatbot with IAG is composed of: a bot logic design tool (such as our Bot Manager console), a PLN (Natural Language Processing) processing tool with IAG (ChatGPT, Gemini, Llama3 or others), a database from which it is fed and a training that guides it.

For example, from training where the raw text includes “Hardware components are the physical components of the phone that you can see and touch.” A well-trained chatbot that of course has PLN can respond to a user’s query with “Hi! Thank you for writing to me. The components of a phone that you can see and touch are referred to as hardware. Is there anything else I can help you with?”

How does this help us? The user who receives a response like the one we see in the previous paragraph where they are greeted, given information in a friendly language and offered further assistance if they need it, will end their interaction feeling that they have had a positive experience with the company.

In summary, this translates into:

• NPS or customer satisfaction improvements. Already today, about 62% of users prefer to use chatbots to get support instead of talking to a human agent (Forrester) 
• Valuable data collection. With strategic automation, it is possible to gather relevant information for subsequent campaigns. You can see more about that here. 
• Efficient internal operations. According to Forrester, chatbots can save companies up to $8 billion per year in customer service costs.

Don’t wait any longer, integrate generative artificial intelligence to your chatbots now and give your users the best experience with your organization. If you want to learn more about this and other services, request a presentation in the form at the end of this section.