a channel is where your chatbot will exist. These days, chatbots can operate in almost any channel where a two-way conversation is possible, pick one where your target audience hangs out. Examples of channels are Facebook Messenger, WhatsApp, Telegram, Web-widget, etc.
is a computer program that simulates a human conversation either written or spoken, allowing users to interact with digital devices as if they were communicating with a real person. Chatbots often use combinations of click commands and keywords (such as asking a customer to choose a topic e.g. money transferring, checking balance) and machine learning to help resolve problems or direct customers to a live agent for further troubleshooting and resolution.
a graphical user interface (GUI) component that enables users to interact with a conversational AI system through a chat-based interface. It is a user-facing element that provides a platform for users to input their queries or messages and receive responses from the AI system in a conversational format.
The chat widget is typically embedded within a website, mobile app, or other digital platforms, allowing users to have interactive conversations with the conversational AI system.
is a dialogue system that interacts with users based on the principles of human-to-human communication. This communication usually happens through voice or text messages, or some non-verbal signal (i.e., gestures) which is available on the device. The key to this interaction is that the speaker and the machine can understand each other and hold a conversation on topics the AI has learned about. Developers use Conversational AI to build conversational user interfaces, chatbots and virtual assistants for a variety of use cases and integrate them into chat interfaces such as messaging platforms, smart devices, social networks and websites.
is a set of dialogues in the conversation, which is usually created by the Conversational Designer before development.
has two meanings: a) the way the conversation is going, b) a kind of flowchart that represents parts of the whole conversation. In terms of Playbook, the conversational flow is used primarily in the above mentioned (b) meaning. Since the bot is technically a state-machine system, every flow should illustrate those small independent bot states, users’ reactions as an input, and the bot’s output, the connection between all of these parts. Every state is a stage after some user input, during which the bot performs some logic or reacts somehow, after that bot moves internally into the following state.
conversational script parts, which assure chatbot users that their input was received. “Sure”, “Okey”, “Excellent”, and “I see” are all various ways that the bot can acknowledge the user input and make them feel that they are being heard. These also add a touch of humanity to the bot and build trust with the user. Confirmation might be implicit and explicit.
Customer agent platform
is a centralised platform that helps businesses manage their customer communication touchpoints through various channels.