Chat Bot – An Edge to Customer Insight

International Journal of Research and Scientific Innovation (IJRSI) | Volume V, Issue V, May 2018 | ISSN 2321–2705

Chat Bot – An Edge to Customer Insight

Mahendra Prasad Nath, Kanika Goyal, Jugesh Prasad, Bhavya Kallur

VMware Software India Pvt. Ltd., Bengaluru, Karnataka 560076, India

Abstract— In this fast-moving era, are you facing a problem with providing response instantly for any simple query to your customer? Is your customer/client/business unsatisfied with turnaround time for their resolution or a response? Anyone who has tried to contact a company through a representative at a call center knows how slow and frustrating the process is.
New developments in technology have opened doors to a faster, easier solution: CHATBOT.
It’s a robot which simulates human conversation to automate the kind of tasks you would usually do manually. This is not limited to answering a simple query related to a product, but can be extended to a complex predictive analysis with limited response time.
Creating your own chat bot is no longer reserved only for crazy engineers but even non-technical people can create their own bot. This can be configured and integrated to any messengers that are easily available within an organization or social network. Not to forget about the security of the confidential data, security can be put up at every level to restrict illegal usage of data.

Keywords- Chat Bot, Artificial Intelligence(AI), Narural Language Processing(NLP), Service Registry

I. INTRODUCTION

An Interested customer wants to know more about a certain company products. He will try to call the customer care, or surf some sites to get the information, which is very time consuming and he may not get all the required information that he is looking for. Another case where an internal business person is trying to reach IT by any channel like raising an incident/ticket for a technical issue that he might be facing. Since all this is manual effort by customer/customer facing business team and the resolution/response is also dependent on human interaction and reaction, the turnaround time is subject to conditions. In this fast pace world, customer might get impatient with the wastage of time. An instant response tool which simulates human interaction by a computer program, can be a time savior and a helping hand named CHATBOT, which is a chatting mechanism like chatting with human. A chat bot is nothing more than a computer program which helps to maintain a simple conversation with a user/person/client. It helps us save time, allows focusing on those parts of our jobs that are really of benefit: understanding the business issues, designing powerful consumer insights and bringing those to life.

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