Nowadays, you encounter chatbots almost everywhere – when shopping online, in customer service or even when visiting the doctor. But what exactly is a chatbot?

It’s simple: a chatbot is a piece of software that talks to you – usually by text, sometimes also by voice. And without any coffee breaks or after-work hours. You can find these digital helpers in apps, on websites or in messenger services such as WhatsApp, Facebook Messenger or Slack.

How does it work?

There is usually a lot of technology behind the friendly response of a chatbot. Thanks to artificial intelligence (AI), machine learning (ML) and natural language processing (NLP), a bot can understand what you want and respond appropriately. The most advanced of them learn with you – and improve with every new conversation.

Areas of application & advantages – where chatbots shine

Chatbots are versatile helpers – flexible to use and available around the clock. They deal with customer enquiries, help with online shopping, remind people about medication or assist with internal meeting management. And all this around the clock, without ever complaining about too much work.

Here are a few typical areas of application:

• Customer service: Chatbots answer frequently asked questions at lightning speed and around the clock – no more annoying waiting.
• E-commerce: They make product recommendations, help you find suitable items and even guide you through the checkout if you wish.
• Healthcare: They remind you about medication or provide initial information about symptoms – they don’t replace a doctor, but they are a useful start.
• Education & business: From virtual tutors to holiday planning on the intranet – chatbots are also real organisational talents internally.

Why is it worth using?
Quite clearly, you save time, reduce costs and ensure standardised, reliable communication!

Not all chatbots are the same – two types, two worlds

Not every bot is intelligent. Basically, they can be divided into two main types:

Rule-based chatbots

These bots follow clear rules: If you say X, they reply with Y. That sounds rigid, and it is – but sometimes that’s enough. For frequent questions or fixed processes, they are real professionals.

AI-based chatbots

This is where it gets exciting: these bots use AI to learn from conversations, recognise connections and develop further. They not only understand what you say, but also what you mean. Ideal for more complex conversations and contexts.

How a chatbot is created

A chatbot doesn’t fall from the sky, even if it sometimes seems to. Development requires the right mix of technology and creativity.

Programming languages:

Programming languages such as Python or JavaScript are particularly popular – because they offer numerous libraries for AI and language processing.

Platforms & tools:

Major providers such as Dialogflow (Google), Microsoft Bot Framework or IBM Watson offer ready-made building blocks for language and logic. Those who prefer a more customised approach can use open source solutions such as Rasa or Botpress – with more freedom, but also more individual work.

Interfaces:

APIs and webhooks make the bot smart: for example, it can book tickets, retrieve weather data or send emails automatically.

Challenges & good tips from the field

Even if many things sound simple, there are a few challenges lurking in the development of a chatbot. There are always a few stumbling blocks when developing a bot:

• Language is difficult: people often write ambiguously, colloquially or completely incoherently. The bot has to get to grips with this first.
• Managing expectations: Many people think a chatbot is like a real person – but it’s not. That’s why you need to be clear about its limits.
• Data protection is mandatory: Bots often work with sensitive information. The following applies: Data protection and GDPR compliance are mandatory. Especially as soon as sensitive user data is processed.

And what helps?

• A clearly defined goal
• User-centred design, i.e.: How will the bot really be used?
• Lots of testing, preferably with real users
• Incorporate analytics to find out what works and what doesn’t

The future of chatbots

One thing is certain: chatbots will become much smarter, friendlier and more versatile.

In the future, they will not only talk better, but also recognise emotions and intentions – almost like a digital psychologist. They will offer even more personalisation, remember your preferences and adapt to them. And they will be multimedia: text, speech, images and even video. All in one conversation.

What’s more, chatbots will work seamlessly across different platforms – so whether it’s a website, app or smartwatch, users will get the same great experience.

And as the technology continues to develop, ethics and data protection are also becoming increasingly important. After all, the more powerful chatbots become, the more important it is to handle technology and data responsibly.