Особливості використання чатботів для бізнесу у сучасних месенджер чатах

Abstract

Пропонується аналіз особливостей використання чатботів у сучасних компаніях для вирішення бізнес-задач у процесі спілкування в сучасних месенджер чатах. Подано визначення чатботів і досліджено їх основні функції. Розглянуто основні переваги використання технології чатботів для задоволення сучасних потреб бізнесу. Запропоновано узагальнену класифікацію чатботів. Зроблено висновки про можливість та доцільність застосування різних типів чатботів для бізнесу у сучасних чатах обміну миттєвими повідомленнями.

The article contains the analysis of peculiarities of using chatbots for business needs on the basis of simulation of a person speech behavior in the process of communication in modern messenger chats. The definition of chatbots, their classification and major functions are considered. The nature of messenger apps together with the concept and place of messenger bots as an important tool for business needs satisfaction are disclosed. The main advantages of using the chatbot technology for meeting modern business needs are reviewed. Judging by the emerging trends in the development of an online chatbot service, a hypothesis is put forward in the article that the market for tools using artificial intelligence and chatbots in the business needs satisfaction sector will only grow. It has been analyzed that the universal interactive systems combining the services of virtual and real consultants in one window will obviously be improved and used more and more widely by various market players in the nearest future. Following the integration within the chat of a virtual consultant with the human operator, it is assumed in the article that we can expect the integration of the online service with the internal systems of different types of businesses. It is hypothesized that this will allow to take into account the client’s profile in its entirety and integrity in the dialogue process, increase the targeting of recommendations and proposals. Conclusions about the possibility and expediency of using various types of chatbots for business needs in modern instant messenger chats are made. The generalized chatbots classification which will ensure the possibilities of the necessary chatbot choice for business tasks solution and allow to achieve the planned results for efficient company work is proposed