Online Chatbots :: Help for Online Customer Service

15. April, 2008 von Moderator

Chatbot Avatars take over Customer Communication

Many companies are under pressure to offer their customers a personal and complete service. Small and Medium businesse, who don’t have the staff to provide such a customer service face an problems here. Right there chatbots jump in. These intelligent question-answering machines take over the online customer service.

Chatbots were invented in the sixties; in 1966 the first programm named ELIZA was introduced. This was the first time a conversation between human and machine was possible in natural language. If you visit ELIZA today on her homepage it looks a little simple and plain.

The latest innovation is the combination of chatbot and avatar, an interactive human figure. The avatar gives the user the impression of a face to face conversation and adds character to the chatbot. This concept has been applied by ALICE. The three time winner of the loebner prize for artificial inteligence supplies an animated figur right next to the input box.

Oddcast took it even a step further. Its VHosts answer the questions in audial form while they move mouth and face at the same time. Especially businesses are interested in the VHosts, you can create the own VHost and add functions. But the more functions, the more expensive the avatar gets. Despite all the advantages, the VHost still seems artificial, the question remains, will virtual figures ever be as human as we are?

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