Question 1

What are Chatbots?

Accepted Answer

Chatbots are impacting every aspect of how businesses communicate with people. Although chatbots are still in the early days, they have grown and developed in leaps and bounds. Chatbots—also known as digital assistants, virtual assistants, virtual agents, interactive agents, and more—have gone from being a simple conversational interface where the user would input text and receive a canned response, to a robust tool where users can converse with a computer via text or voice and receive bespoke responses based on the given context. This advancement is due largely to the rise of artificial intelligence and natural language processing (NLP) software, as well as improvements in computing power. However, the rise of chatbots should not be viewed in a vacuum. Messaging, in general, has arisen as a preeminent form of communication, and as such, it should come as no surprise that people want a faster and more accessible way to get information. Chatbots can get them that information quickly and can help companies fulfill this desire. 
 With the use of machine learning and deep learning, chatbots can grow intelligently and understand a wider vocabulary and colloquial language, as well as provide more precise and correct responses to requests. Through providing information and conducting specific tasks, whether external, customer-facing requests or internal, employee-facing requests, chatbots can augment humans’ abilities. 
 What Types of Chatbots Exist? 
 The manner in which a user might interact with a chatbot can differ, especially as it relates to the sophistication of the chatbot’s conversational abilities and the degree to which a human might need to step in when the chatbot is not able to respond to a particular query in a reasonable manner. 
 Button-based bots 
 Users interact with these chatbots through menus and buttons. 
 Keyword recognition-based chatbots 
 Users interact with these chatbots through text or speech and the bot responds based on certain pre-programmed keywords. 
 Contextual chatbots 
 Users interact with these chatbots in a natural, conversational manner and the bot responds appropriately, thanks to advanced NLP software techniques.

Question 2

What are the Common Features of Chatbots?

Accepted Answer

To fully evaluate a chatbot, it should fulfill the task that it has been programmed to do in an efficient and effective way. Here are some criteria through which it can be evaluated. 
 Emotional intelligence: In any conversational context, it is critical that each speaker responds to the other in an emotionally intelligent manner, paying careful attention to the emotional state of the other. This is no less true with a chatbot. The best chatbots on the market respond to the user in a way that is commensurate with their emotional state. 
 Conversational ability: As the name implies, chatbots should be able to chat in a way that is natural and fluent, understanding the intent of what was said and responding appropriately. 
 Broad knowledge base: Good chatbots are well integrated with a host of business systems or knowledge bases, giving them the ability to answer questions correctly and contextually. 
 Personal: Stellar chatbots connect to the user in a way that is bespoke and tailored to the individual. They take in personal information in a safe and secure manner and output a response which befits the question as well as the questioner. 
 Personality: Boring chatbots might work in some cases, but adding a bit of zest and personality can help unlock the full potential of these conversational agents. When a chatbot has a touch of sass, the conversation is enriched and enlightened, thus raising the level and sophistication of the conversation.

Question 3

What are the Benefits of Chatbots?

Accepted Answer

Chatbots affect any touchpoint where businesses communicate with people. Therefore, there are many key reasons a company might deploy a chatbot for a given use case. Chatbots aren’t just useful for website visitors, app users, and customers, but businesses as well. Below are a few reasons why businesses may decide to use chatbots. 
 More people are ready to use chatbots: At least in certain circumstances, consumers actually prefer using chatbots for quick communication with brands. People are in front of their computer and phone screens now more than ever, so it makes sense to provide them with a service they can access with their fingertips. 
 They never take a day off: Bots are not constrained to traditional work hours or time zones. So, if one approaches the bot with a basic issue at odd hours, it can be resolved within minutes. 
 Knowledge acquisition: Chatbots can be used to help visitors sign up for marketing newsletters, register for webinars, schedule appointments, and even guide customers to a landing page or e-commerce site to finalize transactions.

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How Does G2 Rank Chatbots Software Products?

G2 Grid® for Chatbots Software

ZyraTalk

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Who Uses This Product?

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Core Capabilities of Chatbot Software

Common Use Cases for Chatbot Software

How Chatbot Software Differs from Other Tools

Insights from G2 on Chatbot Software

Best Chatbots Software - Page 89