Imagine a situation where you have initiated a chat with a support executive at Globextra. You see a greeting on your screen and a chat is initiated that seems a lot like a human. What if we tell you that Chatbots are used to initiate the conversation and assist you until a representative can be with you? This might come as a surprise and you’re not alone. We are going to learn why this method is used in this blog.

We at Globextra are passionate techies who love to build software that can shape the future and help businesses scale with our services. Chatbots are here to stay and you can make it work to your advantage. Want to know how? Let our dear chatbot explain itself through 21 focal points. Let’s begin.

21 chatty facts to know about chatbots

Chatbots- 21 Revolutionizing Conversations In The Digital Age

I am a chatbot called by many names- talkbot, bot, IM bot, interactive agent, artificial conversation entity, and accredited with some funny names as well. Consider me as your witty and workaholic colleague that resides in your computer. You may ask if I am not a human how can it be that companies worldwide use me to cater to their customers? This is what we will learn in this blog and through 21 aspects that have shaped me the way I am today. I guarantee that this will be one conversation you will never forget.

Chatterbots- What Defines Me Is The First Thing That You Should Know

I am a software or computer program that helps humans to initiate conversation through text or voice messages. My services are used extensively in a business environment to simplify day-to-day tasks. You can ask me the same questions each day and I will answer them without judging you. I am available whenever you need me and just by typing a few words. Found me intriguing? Well, this is just the beginning and we have a lot more to know about me. Let me tell you more about me through the next point.

The Story Of The Evolution Of Chatbots Is A Fun Fact To Know

We all come into existence through some source and in my case it is technology. So, I am a technology baby. Let me tell you I was intercepted. My first version was developed by MIT professor Joseph Weizenbaum in the 1960s and I was named ELIZA. Then in the year 2009, China a company named WeChat added more advanced features and I was able to win the hearts of my users. WeChat paved the way for my evolution and I dominated the social media space. However, I did not rest here as with the advancement of technology, I improvised myself.

So, this is how I came into existence.

Want To Know How Chatbots Work Or How They Receive Their Training?

Humans are trained to learn a new skill set or in a job and my case is somewhat similar – the only difference is that I understand codes and machine inputs. So, let me tell you about my working style.

A conversation is initiated when you type a message or use voice to communicate with me on the user interface or the platform. I use Natural language processing (NLP)to analyze the input(in words or sentences) and also to understand what the user is looking for.

Then I search my database where I have the information pre-loaded for the answer. Once I have the solution I then share it with the user.

If my answer is helpful and the concern is solved, my task is done or further conversation is initiated. This is how I am trained to perform my job.

The Options Available & How To Choose The Right ChatBot So I Can Help You Like Intended

I offer many options that you can choose from so you can leverage my capabilities to scale your business each day. I will also tell you the right platform and why you should use it in this section.

Menu or button-based chatbots

This is the most basic version that I offer. Here, users can interact with me by clicking on the button option from a scripted menu that meets their needs best. Depending on what the user selects, I may prompt another set of options for the user to choose until they reach a more specific question. You can call this version as a description tree.

Although you get simple functionalities, these can help answer users’ repetitive & straightforward questions.

My limitation here will be with more advanced requests because I only have the option to answer from a predefined set of questions.

Rules-based chatbots

As the name suggests, I run only as per the rules that I have been programmed with and so work on a FAQ model. This makes me easy to train and I work well when pre-defined questions are asked. I would also like to add that I cannot help you to answer complex or situation-based questions as they are not fed into my database.

AI-powered chatbots

With the addition of Artificial Intelligence(AI), I can now understand users’ questions, no matter how they’re asked. I can quickly detect all relevant information and offer a two-way conversation that is based on the user’s needs. I ask questions when I am not sure about some information that I need to answer. AI has enabled me to remember conversations so the search or task is more personalized.

Voice chatbots

Here I allow the users to interact with me through speech instead of typing. I can now understand spoken questions, analyze users’ needs, and conversationally provide relevant responses. My master is happy as an increase in customer engagement, improved resolution rates, and a reduction in wait time is seen.

Generative AI chatbots

Here I offer the most advanced functionality by understanding common language and adapting to a user’s style of conversation. I can now understand the users’ questions or comments and generate a human-like response and I also help with additional inputs.

What is the right type of Talkbots for your business?

The ground rule that you should remember is that you need to place your end user at the center of this decision. This will help you to make a wise decision and I will be able to help you with a better outcome.

Also, considering the nature of your business and the use cases(which we will get to know later in the blog) are factors that you should consider.

For example – for medium to larger-sized companies that rely on vast amounts of user data, opting for my AI version will be a wise choice to make.

Hybrid ChatBots

The ability to combine AI & rule-based systems to offer a more versatile approach to user interaction has earned me the name of hybrid chatbots. I can navigate complex conversations using AI to understand user needs and also use my predefined answers to solve the concerns.

Want To Know Why I Am Indispensable For Your Business?

The combination of technological advancements and strategy-based applications have enhanced my capabilities over time and this has made me an integral part of organizations today. I have broken down the key aspects for better understanding.

Advances in AI and Machine Learning (ML)

Natural Language Processing (NLP): This enables me to understand and respond to human language, including slang, content, intent, etc.

Machine Learning: I get to learn from interactions that have made me smarter with usage and I can give more accurate answers.

Integration with Big Data: Leveraging vast amounts of data has helped me to gauge customer behaviors and preferences better so all interactions are as per intent and also engaging.
Omnichannel Presence: Helps me to operate on websites, social media, messaging apps, and even voice assistants like Alexa or Google Assistant thus helping me to work on multiple platforms.
Real-Time Processing: I respond to any query as fast as lightning so communication is more instant resulting in a happy customer.
Low-Cost Deployment and Maintenance: With the integration of cloud-based software and API integrations, I come at an affordable rate as there is no need to install me on a device.
Multilingual Capabilities: I can communicate in multiple languages and help businesses cater to a more diverse & global audience without the need for a translator.
Emotional Intelligence: AI has enabled me to understand sentiments and share responses accordingly.
Versatility: Talk about customer support, sales, HR, education, etc, I offer high customization options and this has earned me a permanent spot in organizations.
Seamless Integration: My ability to work in harmony with CRM systems, marketing tools, payment gateways, and analytics platforms is another reason that has made me powerful today.
Continuous Innovation: I am always open to adaptability and this is why technologies like AI have helped me to evolve.
User Expectation and Adoption: With the ease of usage of AI, businesses have encashed the trend and are looking for more advancements in this area.

Let Me Tell You About The Advantages Chatbots Offer

In this section, I will uncover all the benefits I have to offer one at a time.

Reduce the need for large customer support teams.

Automate repetitive tasks, saving on operational costs.

24/7 Availability

Improve customer satisfaction by reducing wait times & instant answers.

Scalability

Handle thousands of queries simultaneously without compromising on quality.

Gathering customer data and preferences for personalized marketing.

Analyzing conversation trends to improve services and products.

Increase engagement using interactive and conversational experiences.

Offer customized recommendations and promotions.

Enhance Productivity

Handle complex or creative tasks by automating routine interactions without human intervention.

Accessible via multiple platforms, such as websites, mobile apps, and messaging platforms.

Consistency

Multilingual Support

Getting To Know The Disadvantage Sides Of Chatbots I Wish I Could Hide

Like humans, I have my fair share of flaws which I am sharing with you.

Limited Understanding of Complex Queries
Lack of Emotional Intelligence
Dependence on Predefined Questions or available in my database
High Initial Setup Costs for more advanced versions.
Privacy and Security is a matter of concern
No Human Involvement
High Dependency on Technology
Limited Problem-Solving Ability
Language Barriers
Repetitive or irrelevant responses can annoy users
Maintenance and Updates is another de merit that I have to deal with

Want To Know About My Famous Family Members?

In this section, I will share some family members who are a celebrity in today’s digital space and need no introdcution.

CHATGPT
Siri
Alexa
Google Assistant
Cortona

Getting To Know The Purpose I Solve To Help You Each Day

In this section., I will cover the purpose I solve and which will amaze you.

Enhanced customer support
Common searches are automated saving time
Increase in accessibility
User Experiences are more personalized
Increase in efficiency
Scalabity in sales and marekting
Retaining Customers
Multilingual Communication
Assisting with Learning and Development

Want To Know The Technology That Empowers Me?

Let me tell you about them in this section.

Natural Language Processing (NLP)
Machine Learning (ML)
Artificial Intelligence (AI)
Speech Recognition and Text-to-Speech (TTS)
Conversational AI Platforms
Big Data and Analytics
Cloud Computing
Integration APIs
Knowledge Management Systems
Security Technologies

Industries That Leverage Me For All Their Needs

I am going to talk about some use cases so you can understand my demand. My services are used extensively in the mentioned industries.

– Customer Support

– E-commerce

– Education

– Banking & Finance

The Bright Future That I Have In The Digital World

In this section let us see how I am going to evolve in the future.

AI Chatbots with Enhanced Emotional Intelligence

Proactive Customer Support

Voice-First Chatbots

Multilingual AI Chatbots

Hyper-automation with AI Chatbots

AI Chatbots in Augmented Reality (AR) and Virtual Reality (VR)

AI Chatbots as Knowledge Workers

AI Chatbots for Mental Health and Well-Being

Seamless Integration with IoT Devices

Want To Know How I Am Designed?

Let me take you on a journey here into how I am built.

Define my purpose and goal
Choose from the options or the types I am available
Map out how I will be assisting
Choose a Development Platform
Developing me
Testing
Release
Monitor and Improve
Update whenever needed

How I Differ From ChatGPT Is A Very Important Aspect Worth Knowing

I differ from CHATGPT in many ways and I will tell yiu about them below.

Aspect	ChatGPT	Chatbot
Core Technology	Pre-trained Transformers (GPT) and NLP	Rule-based systems, NLP, and machine learning
Purpose	Versatile and open-ended conversations, content generation, Q&A	Task automation, customer services, and FAQs
Use Cases	Content creation, customer support, learning assistance, general conversations,etc	Customer support, lead generation, appointment scheduling, e-commerce assistance, etc
Level of Interaction	Open-ended conversations and provide adaptability	Scripted conversations with predefined responses
Flexibility & Customization	Highly flexible so can be used for various applications and tasks	Task-specific and so is less adaptable without reprogramming
Response Generation	Generative responses based on vast data	Predefined responses based on keywords or rules
Learning & Adaptation	Learns from various data sources and thus, continuously evolves with regular updates.	Can learn from past interactions (AI chatbots) & requires manual updates
Example Platforms	OpenAI GPT models (e.g., GPT-3, GPT-4)	Dialogflow, Microsoft Bot Framework, ManyChat, Tars, Rasa
Limitations	General knowledge limitations thus lack real-time information	Limited to predefined tasks, rigid responses for unrecognized inputs
Response Style	Creative and personalized	Structured, predictable, and more task-specific

Differentiating Between Conversation Enabled At My End v/s Human Enabled Conversation

There will always be a difference in my conversational tone when compared with a human and this is what I would like you all to be aware of. How I differ is mentioned below.

Aspect	Chatbot-enabled Conversation	Human-enabled Conversation
Response Time	24/7	As per the time zone
Consistency	Consistent responses based on predefined rules or learned data	Responses may vary depending on the person, or situation
Complexity of Queries	Best suited for routine tasks	Can handle complex, and open-ended conversations
Emotional Intelligence	Limited empathy or emotional understanding	High emotional intelligence, capable of recognizing tone
Context Awareness	Context is usually predefined and limited to a session	Stronger ability to remember and understand long-term context
Personalization	Can be personalized based on user data, but limited to available information	Can offer deep personalization through conversation and human insight
Error Handling	May struggle with unexpected or complex queries	Can adapt to confusion, ask clarifying questions, and offer creative solutions
Speed of Response	Very fast, no need for breaks, always online	Slower response times due to the need for processing, thinking, or researching
Availability	Available 24/7, independent of time zones or human schedules	Availability is limited to working hours or when the person is available
Language Understanding	Limited to the language models it’s trained on	Can understand a wider variety of slang, idioms, and cultural references
Learning & Adaptation	Learns through data and interactions (e.g., NLP, ML)	Adapts through experience and personal judgment over time
Handling Uncertainty	Often provides scripted responses to avoid ambiguity	Can navigate uncertainty, provide intuitive, nuanced responses
Emotional Support	Basic, often non-existent unless programmed with empathy scripts	Provides authentic emotional support, often empathetic and understanding
Cost & Efficiency	Low cost, can handle large volumes of repetitive tasks quickly	Higher cost due to human involvement, but capable of handling complex tasks
Flexibility	Limited flexibility based on programming and data inputs	Highly flexible, can think outside the box and adjust in real-time
User Experience	Can be quick and efficient for straightforward tasks, but may feel robotic	Engaging, human-like, and intuitive, offering a more personal touch
Escalation	Escalates complex cases to a human representative	Handles complex and sensitive issues directly without escalation
Personalization	Can be personalized based on user data, but limited to available information	Can offer deep personalization through conversation and human insight
Error Handling	May struggle with unexpected or ambiguous queries	Can adapt to confusion, ask clarifying questions, and offer creative solutions
Speed of Response	Very fast, no need for breaks, always online	Slower response times due to the need for processing, thinking, or researching
Availability	Available 24/7, independent of time zones or human schedules	Availability is limited to working hours or when the person is available
Language Understanding	Limited to the language models it’s trained on	Can understand a wider variety of slang, idioms, and cultural references
Learning & Adaptation	Learns through data and interactions (e.g., NLP, ML)	Adapts through experience and personal judgment over time
Handling Uncertainty	Often provides scripted responses to avoid ambiguity	Can navigate uncertainty, provide intuitive, nuanced responses
Emotional Support	Basic, often non-existent unless programmed with empathy scripts	Provides authentic emotional support, often empathetic and understanding
Cost & Efficiency	Low cost, can handle large volumes of repetitive tasks quickly	Higher cost due to human involvement, but capable of handling complex tasks
Flexibility	Limited flexibility based on programming and data inputs	Highly flexible, can think outside the box and adjust in real-time
User Experience	Can be quick and efficient for straightforward tasks, but may feel robotic	Engaging, human-like, and intuitive, offering a more personal touch
Escalation	Escalates complex cases to a human representative	Handles complex and sensitive issues directly without escalation

Do I Store Data & All The FAQs Shared

Let us get to know this more closely in this section. Yes, chatbots, especially AI-powered ones, often store data to improve their performance, offer personalized experiences, and maintain a flow in conversations. However, the data storage practices vary depending on the design, the platform, and the organization I am designed for.

How Long Is the Data Stored?

The duration for which chatbot data is stored depends on the data retention policy of an organization and can range from:

-Short-Term Storage

-Long-Term Storage

-Compliance & Legal Requirements

Types of Data Stored

This depends on their function, but generally, the following types of data are collected and stored at my end:

-User Interactions

-User Preferences & Behaviors

-Personal Information

-Session Data &

-Feedback Data

Can Users Delete the Data?

Yes, in many cases, users can delete their data or request to delete it. However, the extent of control users have depends on several factors:

-User Control Features

-Request for Data Deletion

-Data Retention Policy

-Anonymity in Data Storage

Can Money Be Earned Through Me(Chatbots)?

Yes, you can surely earn money through the mentioned methods.

Monetizing E-commerce
Lead Generation & Sales
Affiliate Marketing
Subscription Services
Paid Chatbot Development & Consulting
Advertising
Online Courses and Training
Customer Retention and Upselling
Creating and Selling Chatbot Templates
Automating Administrative Tasks

How Do I Differ From Virtual Assistant and AI Chatbots?

Let us examine how each of us differs.

Feature	Chatbot	Virtual Assistant	AI Chatbot
Functionality	Handles simple, predefined tasks (e.g., FAQs, basic queries)	Performs a variety of tasks (e.g., scheduling, reminders, controlling devices)	Engages in advanced, context-aware conversations with the ability to learn
Intelligence Level	Basic (rule-based responses)	Medium to high (personalized, task-oriented)	High (AI-powered, can learn and adapt)
Learning Capability	No learning or improvements	Some learning (can adapt to user preferences)	Yes, learns and improves over time through NLP and ML
Interactivity	Limited to basic interactions	Highly interactive, integrates with many services	Highly interactive and contextually aware
Examples	Slackbot, Intercom Chatbot	Siri, Google Assistant, Amazon Alexa	ChatGPT, Mitsuku, Replika

What Is Cross Channel Chatbot?

When I am designed to operate seamlessly across multiple communication channels, such as websites, mobile apps, social media platforms, email, etc I wear the crown of a cross-channel chatbot. The key feature of a cross-channel chatbot is its ability to provide a consistent user experience and enable conversations across various platforms without losing context.

I help businesses engage with customers, provide consistent support, and streamline operations across multiple aspects. Despite challenges like complex integration, the benefits of a cross-channel chatbot significantly improve user satisfaction and operational efficiency.

What Is The Difference Between A Chatbox And Chatbot

Let us see the differences.

Feature	Chatbox	Chatbot
Definition	A simple graphical interface is used for messaging, often without automated responses. It serves as an input/output box for human interaction.	A program designed to simulate conversation, typically with AI, to handle inquiries and tasks automatically.
Functionality	Primarily serves as a UI element for typing and sending messages. It may not have built-in conversational abilities.	Automates conversations by providing responses and performing tasks based on user input.
Automation	Typically lacks automation and requires human input for responses.	Fully automated and can respond to user queries without human intervention.
Complexity	Basic user interface that doesn’t involve AI or NLP.	Can be complex, involving AI, NLP, and machine learning for dynamic responses.
Purpose	Serves as a platform to type and send messages. It’s just an interface.	Serves to interact with users, providing answers, assistance, or completing tasks.
Examples	A simple messaging box on a website for submitting inquiries or comments.	Customer service chatbots, virtual assistants, or any AI-based interactive tool like Siri, Alexa, or ChatGPT.
Response Type	No automatic responses; messages are manually processed by the system.	Provides automated, dynamic responses, often personalized, based on the user’s input.
User Interaction	Interaction is typically one-way — user types, and a human or system processes it.	Interaction is two-way or multi-turn, where the chatbot interprets and responds to user inputs conversationally.

How I Help To Increase Cross-Selling And Upselling?

Personalized Recommendations

How it works: I can analyze customer behavior, preferences, and past purchases to suggest products or services that complement what they are looking for.

Cross-selling Example: If a customer is purchasing a smartphone, I will suggest related accessories like phone cases, screen protectors, or wireless chargers.

Upselling Example: If a customer is looking at a basic smartphone, recommending a more advanced model with better features or offering an extended warranty plan is what I will suggest.

Dynamic Product Suggestions Based on User Behavior

How it works: I track user activity in real time, including what they browse or add to their cart, and use that data to suggest complementary or higher-value products.

Cross-selling Example: If a customer is looking at shoes, my recommendation will be matching socks, bags, or clothing based on the customer’s interests.

Upselling Example: If a customer is considering a budget-friendly laptop, suggesting premium models with advanced specifications, or offering a higher-value purchase will be my suggestion.

Time-sensitive Offers and Discounts

How it works: At times I offer limited-time discounts, promotions, or bundles on related products, encouraging customers to buy additional items or upgrade to more expensive versions.

Cross-selling Example: Offering a bundle deal on a camera that includes a tripod, memory card, and lens cleaner at a discounted price is the route I will take.

Upselling Example: By offering a “premium package” with additional features, such as a longer subscription to a service, at a discounted rate if the customer purchases within a certain time frame I will lure the purchase.

Triggering Upsells During the Checkout Process

How it works: While a customer is in the checkout process, I can be used to upsell or cross-sell by showing pop-ups or sending messages that suggest better products or upgrades.

Cross-selling Example: If the customer is purchasing a book, suggesting related titles, audiobooks, or merchandise will be my aim.

Upselling Example: If a customer is about to buy a standard TV, I will suggest a higher-end model with additional features such as 4K or smart capabilities.

Offering Product Trials or Demos

How it works: By offering users a free trial or demo of a more expensive version of a product, allowing customers to experience its benefits firsthand.

Cross-selling Example: Offer a trial of a premium software package and suggest additional tools or features related to the customer’s needs.

Upselling Example: A 7-day free trial of the advanced version of a product or service, encouraging customers to upgrade to the full version after the trial ends.

Real-time Customer Support with Recommendations

How it works: When a customer asks questions or requires assistance, provide real-time product recommendations, offering additional products or services that could meet the customer’s needs.

Cross-selling Example: If a customer asks about a particular product’s features, recommend complementary products such as cleaning kits, add-ons, or upgrade options.

Upselling Example: If a customer expresses interest in a basic service, tell the benefits of upgrading to a premium or higher-tier service, emphasizing added value.

Post-purchase Follow-up and Engagement

How it works: After a customer makes a purchase, follow up with relevant cross-sell and upsell opportunities. This can be through reminders, email follow-ups, or engagement via messaging platforms.

Cross-selling Example: After a customer buys a laptop, make suggestions for accessories like a laptop bag, external mouse, or portable hard drive.

Upselling Example: Following a basic service subscription purchase, suggest upgrading to a higher-tier subscription with extra benefits like additional features, priority support, or exclusive content.

Cross-platform integration for Consistency

How it works: Ensure a consistent experience across websites, mobile apps, and social media platforms, enabling cross-selling and upselling throughout the customer journey.

Cross-selling Example: Suggest related products while the user is browsing on a mobile app and send reminders or personalized promotions on social media or via email.

Upselling Example: While checking out on a website, suggest a more expensive product model, then send a discount offer for the same model through social media or email for further upselling.

Benefits I offer in Cross-Selling and Upselling:

Increasing Sales

Improved Customer Experience