Chatbots: Changing the Shape of Customer Relationships


Ever wondered how a small pop-up buzzing out of your bank’s website instantly solves all your queries related to banking services and assist you in transacting your business in such a flawless way.

Well, Welcome to the World of Chatbots!

The technological revolution of last quarter of the century has completely changed the way we live our lives. The world looks way more different and stands much more connected now than ever. On the back of such strong wave of innovation, the process of globalization has brought economic integration not just of international economies but also on regional and sub-regional levels. This has changed the way business transactions are carried out.  Everyday more & more businesses are shifting from traditional to digital platforms to cater a much wider audience with larger convenience. The shape of consumer relationships have been constantly changing by the implementation of Artificial Intelligence (AI) techniques on newly digitized platforms of businesses. One AI technique that is growing in its application and use is chatbots.

What is a chatbot exactly?

Chatbot is basically a computer program that simulates human conversation through voice commands or text chats or both. It is an AI feature that can be embedded and used through any major messaging applications. A chatbot converses with the customer normally as a human would. The cost of customer engagement via a chatbot is almost nothing. Its round the clock availability and human resource & financial cost saving nature makes it really popular in the business world specially in the service sector. Apart from that a chatbot also minimizes execution errors in its domain and acts as a sophisticated technological tool attracting customers because of the easefulness provided in its usage.

A chatbot works in a couple of ways: set guidelines and machine learning.

A chatbot that functions with a set of guidelines in place is limited in its conversation as its intelligence is limited up to only the domain to which it is coded. Anything asked out of it, the bot would not understand the request and would proceed to either repeat the command or transfer the caller to a human assistant.

A chatbot that functions through machine learning has an artificial neural network inspired by the neural nodes of the human brain. The bot is programmed to self-learn as it is introduced to new dialogues and words. First it decodes the natural language in to machine languages and then processes it for the generation of right kind of response and then codes it back to the natural language.

One important thing about chatbot is it has capacity to provide multiple services at one platform and thereby it reduces dependence on numerous websites and apps. So a chatbot can act as a search engine, restaurant finder, weather forecaster or can book hotel or a flight for you. Just text the chat bot and receive quick advice!

Let’s have a look at some popular bots :

Haptik Personal Assistant: 

It helps is saving time spent on the internet by users to get details of things like restaurant reservation, flight or hotel booking, best mobile plan or lowest price of a laptop etc.  It can perform variety of activities as per customer’s demand in a convenient manner.


Fify is, according to its parent company – Fynd, a shopping botfriend that brings its entire shopping experience to Messenger. It is basically a fashion discovery and transaction bot and can display clothes’ catalogs right into the chat interface based on your requirements.

  • Yatra:

As you might have guessed already, you can look up flights, their rates based on dates through Yatra’s facebook bot. In the chat, Yatra displays flight’s time, whether it is refundable, rates based on the number of travelers, and a direct button for booking through their web application.

Future of ChatBots :

Chatbots are currently easy and fun ways for customer engagement with a brand, yet they are in their evolutionary stage and with the evolution of AI technology we can expect a lot more advancement in this field. With extensive personalization and better language processing capabilities, Chatbots hold the possibility to transform customer engagement of businesses at digital platforms. Forseeing this huge potential, organizations have already started investing in them heavily. So we can expect that these next generation chatbots would be much smarter and capable in assisting you making efficient decisions.

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