Why sentiment analysis is fundamental to chatbot development?
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May 31st, 2019
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Let's understand what a Chatbot is?
A chatbot is an interactive robot which is designed by humans for communication. The fundamental use of Chatbot is that it provides customer support service through a conversational interface. It actually helps in facilitating the problems and queries of customers by answering them which requires no human interference.
Chatbots are made to automate the communication with the users in order to provide them with immediate responses which are to the point. The Customer Support is not just about the help that is provided to the customers but also helps in improving the product and services of the company. It is decided by observing customer's likes and dislikes about the service.
The Aim of Chatbots
The sole advancement of chatbot is to provide customers a seamless experience by answering their queries through an online interface. This requires the understanding of human language, their emotions and the tone and context of the conversation. It uses Natural Language Processing (NLP) in order to improve the understanding between the user and chatbot through voice as well as text. It is evolving as one of the best means to engage the user in an interaction. It is pre-programmed in such a way that it can collect the customer's feedback in order to improve services. But at the end, it is the product manager who looks into the conversation in order to analyze the customer's needs so that they can develop and improve their services. Slowly Chatbots are being developed in order to facilitate sentimental analysis.
What is Sentimental Analysis?
Sentimental Analysis is a way of analyzing the customer's response and sentiments by understanding the user's psychology behind the text that they are sending and talking about. This helps in analyzing customer's sentiments that is if they are happy, satisfied or not which helps the Chatbot in handling the customers differently in context with their responses. This will ensure real-time customer feedback by engaging the customers. This helps the company in making amends and improvements and come up with innovative solutions in order to improve customer experience. It is actually an automated process which is pre-programmed in such a way that it can detect the feeling from the texts which are directed towards a certain topic or query. It is widely being used in the market in order to facilitate better communication strategies.
Sentimental Analysis also helps in depicting if the conversation requires a human interference by analyzing the customer's responses. The algorithms are designed in such a way that Chatbots can analyze the different sentiments attached to the customer. This is what the chatbots are lacking which is why researchers are developing the potential use of sentimental analysis.
Building chatbots who can understand human emotions is a bit complex due to the diverse personalities in human, different culture. AI-Bots do have the ability to understand the human language but only to some extent and it is still awaited to its application in the sentimental analysis.
BENEFITS OF CHATBOTS
1. Easy to collect data from Chatbots
Chatbots have the ability to gather analytics with the help of tools that help in monitoring. The customer service is analyzed and the managers make their final judgments based on the performance. A chatbot is trained to interact with every platform. The chatbots can be improved with the addition of few codes unlike the time that it takes for teaching new workers about products and services.
2. Chatbots can understand several different languages and sentiments
Chatbots are capable of speaking a variety of languages and also the different accents over calls. It is easy to add codes for integrating new languages and also voice recognition software for easier customer support. It is very helpful for huge companies which have to deal with a variety of people across the world.
3. Customers get immediate feedback
We all know that if a customer gets delayed response towards a particular query about a service, it usually ends with the customer abandoning the service. This is where Chatbots have made a huge impact by answering to customer's queries immediately. This is the greatest factor in the use of chatbots in customer service support. This ends the strain and time that is wasted on breaks and thus is utilized in a better way. And if customers leave halfway, that won't end the conversation as the bots can resume the conversation.
The whole point of the conversational interface lets the user share their feelings. It creates a well-organized experience without the need of waiting for responses to calls. Customers no longer have to wait over calls to get diverted or for responses. Performing sentimental analysis lets the chatbot collect valuable information and data from its users which at the end is collected together and then submitted to the Product Management team for review.
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