A brief history of chatbots
A chatbot is a computer program which conducts a conversation via auditory or textual methods.
The term “ChatterBot” was originally coined by Michael Mauldin in 1994 to describe these conversational programs but they are much older, the first one being ELIZA by Joseph Weizenbaum of MIT in 1966.
Leaving the academic world, conversational agents have been typically used in dialog systems including customer service or information acquisition.
Many large companies started to use automated online assistants instead of call centres with humans, to provide a first point of contact.
Most of these systems ask you to push a digit corresponding to what you want or say what you’re calling about and scan for keywords within the vocal input, then pull a reply with the most matching answer from a database.
These systems are based on simple logic trees (SLT).
An SLT agent relies therefore on a fixed decision tree to gather information and redirect the user.
For example, an insurance bot may ask several questions to determine which policy is ideal for you. Or an airline bot could ask you the departure city, the destination and a time. Or a device diagnostics bot could guide you through the hardware components and tests to find out the issue.
It´s a finite-state dialog, the system completely controls the conversation.
If your input match what the bot has anticipated, the experience will be seamless. However, if it stray from the answers programmed and stored in the bot database, you might hit a dead-end. Back to a human to complete the interaction…
These were efficient and simple systems but not really effective.
In normal human-to-human dialogue the initiative shifts back and forth between the participants, it’s not system-only.
A very recent trend is to use natural language processing (NLP) and Machine Learning (ML) algorithms such as you see in smartphone-based personal assistants (Apple Siri, Microsoft Cortana or Google Now) or when talking to your car or your home automation system (Amazon Alexa) or in some messaging platforms.
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