A chatbot is an application that a user interacts with in a conversational manner using text, graphics, or voice. There are many different types of chatbots, but they work in much the same way.
Step 1
The user enters a message into the chatbot through a channel such as an app, website or text message, or even through phone contact. This message can be a command or a question.
Step 2
The chatbot receives the content of the message and captures relevant information, such as the channel through which the message came in. The chatbot then uses NLP to determine the purpose of the message and recognize the intent.
Step 3
The chatbot determines an appropriate response and returns the response to the user through the same channel. As the conversation continues, the process continues with steps one through three below. The conversation continues until the user's query is answered and the issue is resolved, or until the request is forwarded to a human agent.
