Virtual assistants: how the interaction from chats to bots has changed

Assistenti virtuali

Virtual assistants have forcefully entered our lives, from our private life to our public and work life. Over the years, they have evolved greatly and are increasingly designed according to the specific needs of users.

Everything revolves around communication, which is the fundamental essence of marketing. Initially, there were chats, run by real people who answered customer queries. Chats still play a key role in providing adequate customer support today, but they are, instead, implemented by bots.

The term derives from robot and indicates a software, supported by artificial intelligence, able to analyze the user’s demand, exploit the information in its possession and provide an adequate and satisfactory answer.

Applications based on these devices for the bot economy have been launched on the Telegram chat platform and the results have been excellent.

The smartbot of Humable can be integrated with any digital channel, from a website to the Messenger app and Telegram.

Online virtual assistants: the difference between bots and chatbots

dalle chat ai bot

Virtual assistants with artificial intelligence have made great strides to differentiate themselves over time. Bots and chatbots have subtle but substantial differences that are certainly  worth understanding.

The bot is basically an application that performs automated tasks, based on a series of algorithms. Bots in a smartphone, for example, notify you during the course of a day when it might be time for an appointment or meeting. They are also able to provide predefined answers to certain questions or requests for assistance, and automate the sending of emails, sorting these to the appropriate department.

Virtual assistant chatbots are an evolved version of the bot, as they are perfectly able to carry on a conversation as if they were human employees. These are automated virtual assistants able to understand and receive an input, both textual and vocal, and then compile a targeted and useful response, aimed at providing a solution to the user’s problem.

Understanding the activities of a virtual assistant and how to make the most of it in a company

After appreciating what virtual assistants are and what they do, it is advisable to understand how to make the most of them at a company level, especially to optimize customer care.

Chats, run by real employees, are becoming increasingly important communication tools. Users turn to them to seek information, ask specific questions or even make complaints. In real time, they can then receive a solution to their problem. Naturally, the customer assistance service cannot be active 24 hours a day and it is not able to respond promptly to all support requests, especially when the flow of these is very high.

This is where virtual assistant chatbots come into play, which, replacing human beings, are able to carry out conversations with ease and direct the user towards solving the problem. You may think that software, however advanced, can never replace a human being. From an emotional point of view, no artificial intelligence will be able to empathize as a person, but from a practical point of view, the performances are almost comparable.

In fact, our chatbots are based on natural language processing and machine learning, processes where machines are trained to understand human language and learn increasingly complex concepts. Chatbots learn “in the field” until they understand human language better and then replicate it in a completely autonomous manner.

Virtual assistants and artificial intelligence: Humable’s tools to improve customer service

At Humable, we offer you several virtual assistant tools that can improve customer service. Today’s consumers want immediate and relevant answers, so providing a service to meet their needs increases the chances of loyalty and a high conversion rate.

Our smartbots respond in real time to your customers’ questions, extracting the most useful information to provide a suitable answer. If the bot is unable to answer a question, it turns this over to an operator and learns from the answers.

We can thus summarize the advantages of our virtual assistant as follows:

  • high accuracy rate;
  • reduction of response times;
  • smart learning.

Another solution that we provide to our customers is AIR (advanced image recognition), capable of inspecting an image and reading the data contained through optical character recognition. AIR is the perfect tool for companies that need to translate images and text into digital.

Here are the advantages of using AIR tools:

  • reduction of errors;
  • flexible technology;
  • extracting more information.

Our virtual assistants not only provide answers, but they are the ultimate solution to your problems. To understand our many proposals, contact us!


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