What is a chatbot?

Chatbots have become an integral part of modern digital communication in the age of artificial intelligence (AI), offering a range of benefits and challenges.

Network Media Hub (NMH) digital integrator Dirk van Zyl provides an in-depth exploration of what chatbots are as well as their advantages and disadvantages, the challenges they face and their efficiency.



Understanding chatbots

"A chatbot is AI-powered software designed to simulate conversation with users in natural language," Van Zyl explained.

"They are deployed across various platforms such as messaging applications, websites, mobile apps, and, in our case, WhatsApp. Chatbots can perform numerous tasks, from answering frequently asked questions to providing personalised customer support."



Advantages of chatbots

According to Van Zyl, "the advantages of chatbots are significant".

"They offer 24/7 availability, ensuring that users can get assistance at any time of the day or night. This round-the-clock service is particularly valuable for businesses that operate in multiple time zones."

He further highlighted instant responses as another key benefit. "Chatbots can provide immediate answers to user queries, enhancing customer satisfaction and reducing wait times." Additionally, he noted that chatbots are cost-efficient. "By automating routine tasks, businesses can save on labour costs and allocate human resources to more complex and value-added activities."



Disadvantages

However, this technology is not without its challenges. Van Zyl pointed out that chatbots have their disadvantages, adding: "One major limitation is their understanding of natural language".

"While advancements in AI have improved their capabilities, chatbots can still struggle with complex queries or unusual phrasing. This limitation can lead to frustration for users who are unable to get the help they need."

He added: "Furthermore, chatbots lack the human touch. They cannot provide the empathy, understanding and nuanced responses that human agents can, which can be a drawback in customer service scenarios that require a personal touch".

Van Zyl also addressed the challenges of implementing chatbots. "One major challenge is maintaining conversational context. Ensuring that a chatbot can keep track of a multi-turn conversation and respond appropriately is a complex task that requires sophisticated AI and natural language processing algorithms."

"Handling diverse queries is another challenge," he noted. Users may have a wide range of questions and issues, and ensuring that a chatbot can address all of them effectively is difficult, Van Zyl explained,

He also highlighted the difficulty of integration. "Integrating chatbots with existing systems can be challenging. Businesses need to ensure that their chatbots can seamlessly interact with other software and databases to provide accurate and useful responses."



Efficiency

Despite these drawbacks, chatbots are highly efficient in certain contexts. "They excel in handling repetitive tasks and providing quick customer service," Van Zyl said, "significantly reducing response times and freeing up human agents for more complex issues".

"For businesses with high volumes of customer inquiries, chatbots can streamline operations and improve overall efficiency," the digital integrator said.