Description: A service bot, also known as a service chatbot, is an artificial intelligence application designed to interact with users through automated conversations. Its main goal is to assist users with specific services, such as making reservations, providing customer support, or answering frequently asked questions. These chatbots use natural language processing (NLP) to understand and generate coherent responses, allowing them to offer a smoother and more natural experience. Service bots can be integrated into various platforms, such as websites, mobile applications, and social media, facilitating access to information and assistance at any time of the day. Additionally, they can handle multiple inquiries simultaneously, improving efficiency and reducing wait times for users. The relevance of service bots lies in their ability to enhance customer satisfaction, optimize processes, and reduce operational costs for businesses, making them an essential tool in modern customer service.
History: Chatbots have their roots in the 1960s, with the creation of ELIZA, a program developed by Joseph Weizenbaum in 1966 that simulated a conversation with a therapist. Over the decades, technology has evolved, and in the 1990s, chatbots began to be used in commercial applications. However, it was in the last decade, with the advancement of natural language processing and machine learning, that service bots became popular, especially with the advent of messaging platforms like Facebook Messenger and WhatsApp.
Uses: Service bots are primarily used in customer service, where they can answer frequently asked questions, manage reservations, and provide information about products and services. They are also employed in various sectors, including healthcare to offer basic medical assistance and e-commerce to guide users in their purchases. Additionally, they are useful in education, where they can help students access resources and provide answers to their questions.
Examples: An example of a service bot is the virtual assistant from Booking.com, which helps users make hotel reservations and answer questions about their stays. Another example is Sephora’s customer service chatbot, which offers product recommendations and purchase assistance. ChatGPT can also be mentioned, as it is used on various platforms to provide information and real-time assistance.
