The New Era of Chatbots – Popularity Rises with ChatGPT and Consumer Demand Too

06 Apr The New Era of Chatbots – Popularity Rises with ChatGPT and Consumer Demand Too

Did you know that chatGPT, chatbot of OpenAI's Generative AI, it took ONLY 2 months to reach 100 million active users, ahead of TikTok (9 months) and Instagram (30 months)?

That forbes research, shows that certainly, in 2023, we start a New Era of #Chatbot. Mass contact with an intelligent chatbot will increase consumer demand, where intelligence is the main factor in providing a satisfactory experience for customers.

People will less and less tolerate infinite loops or long lists of options to choose from. To adapt to people's new needs and requirements, it is imperative that the chatbot be able to understand complex sentences, to shorten the conversation flow, be able to provide quality answers and have voice support.

chatGPT is an excellent example of how intelligent a chatbot can be, but it is generalist and its database has a temporal cut. That is, his response may not be the most appropriate for the current reality and will not go into a level of detail that the customer service chatbot needs to go into.

Platform for intelligent chatbot development and design methodology

To enhance your target audience's experience with an expert chatbot in your company's domain, you need a robust development platform like #OracleDigitalAssistant. Along with excellent technology, you need a supplier that has a development methodology to ensure project quality, as we have at #MPL.

The ability to analyze images and documents, with the help of other types of Artificial Intelligence, will be a differentiator that people will love.

We put together a Youtube playlist that shows some fun examples of how a chatbot can be intelligent. We also spoke briefly about the importance of combining technology and methodology. Check out:

Chatbot modernization through Artificial Intelligence

If your company already has a chatbot and you are looking to improve your customers' experience with a more modern and intelligent chatbot, let's show you an example of how important it is to have a robust development platform, together with a methodology.

Imagine the scenario where you want to buy a plane ticket and book a hotel.

Conventional chatbots that we see a lot in companies, which are still in the old era of chatbots:

You: Hello

Chatbot: Hello. How can I help you? Please choose from the list below.

1. Consult tickets
2. Buy tickets
3. cancel tickets
4. Questions Checkin
5. Inquiries Baggage
6. Book hotel
7. Consult reservations
8. cancel reservations
9. Change booking date

You: 2

Chatbot: How many passengers:

You: 2

Chatbot: Please enter the source:

You: Rio de Janeiro

Chatbot: I couldn't identify your city. Please enter the source:

You: Rio de Janeiro

Chatbot: Please enter the destination:

You: Sao Paulo

Chatbot: Now I need the date (format: DD/MM/YYYY):

You: 10/04/2023

Chatbot: Please choose from the list below the part of the day you wish to travel.

1. Morning
2. Afternoon
3. Night

You: 1

Chatbot: Do you want to buy the return ticket?

1. Yes
2. No

You: 1

Chatbot: What day do you want to return (format: DD/MM/YYYY)?

You: 11/04/2023

Chatbot: Please choose from the list below the part of the day you wish to return.

1. Morning
2. Afternoon
3. Night

You: 3

Chatbot: OK. One moment I'll go get the tickets.

They were 22 interactions for the chatbot to list ONLY the available tickets. This same long process, full of error possibilities, will have to be repeated for the hotel reservation, totaling something close to 40 interactions.

But this could be very different. Let's see how? Continue reading until the end.

New era of intelligent chatbots:

You: Hello

MPL Smart Chatbot: Hello. How can I help you? Please feel free to say whatever you need, as I can extract entities in sentences and will give you an adequate answer to your need. You can speak, and I will also understand.

You: I would like to buy two tickets for next Monday, leaving Rio de Janeiro, in the morning, to São Paulo, returning on Tuesday night with a hotel reservation.

MPL Smart Chatbot: It will be a pleasure to assist you in purchasing tickets. Please confirm the details below:

From Rio de Janeiro to Sao Paulo

Passengers: 2

Departure: 04/10/2023 (morning)

Return: 04/11/2023 (night)

Book hotel: Yes

Is everything okay?

You: Yes

MPL Smart Chatbot: OK. I'm going to look for tickets and hotel options.

They were only 6 interactions, because we optionally add 2 interactions for data confirmation, which in some cases is important.

From the initial request, we were able to extract all the entities related to the purchase of tickets and hotel reservations.

This complexity of understanding can only be developed with a platform like Oracle Digital Assistant.

In addition, the chatbot understood a typo (Rio de Janeir – missing the “o”).

One of the premises of the MPL methodology is to train the chatbot to understand synonyms and small typing/spelling errors.

Enter in contact us and schedule a demo. Let's put your company in the New Era of chatbots!