Chatbots are no longer the old clunky machines that they once were. The high-end technology has improved the way they work and has allowed them to provide excellent service by solving customer issues, book flights, and even order pizzas. A report by Gartner studied the developments in chatbot usage among businesses and according to the report, 20% of the business content could be machine generated by the end of 2018.
With seamless user experience as a predetermined goal, businesses use chatbots to interact quickly with their audience and make it feel personal and real-time. Thus, the intent of the user is an important factor that they focus on. It defines the range of possible responses that a chatbot can come up with for what the user is looking for.
For example, if the user is looking for an information on movies, he might type:
How do I book a flight to Delhi?
By mapping the exact phrases to specific intents, the AI is able to determine what the user is looking for.
For example, the intent is : How do I fix my Television?
In both of the above cases, mapping can be done using entities such as,
- How do I book a @means of transport to @place in the former's case, with the entities being the various modes of transports and places fed to the bot
- How do I @task my @appliance in the latter's case, with the entities being different tasks and list of appliances.