Experimental Results Regarding the Efficiency of Business Activities Through the Use of Chatbots

Abstract

In this article we take into consideration the chatbots, describing some models used in different fields of activity comparing how to achieve them, the estimation effort given by the specialists who worked on their implementation, the benefits, and efficiency at work. A chatbot is a computer program that has the role of connecting a verbal or written dialogue with a person. Over time, chatbots became necessary in all areas. They are used in healthcare, education, nutrition, transportation, finance, tourism, relaxation, and rest. The trend of companies is to replace the customer service department with chatbots that are efficient, do not mean very high costs, and work 24 h a day helping employees with personalized explanations, sending messages, or emails regardless of location, with possibility to upload some documents in the application. Chatbots are secure, and for a user to log into the chatbot, he/she must go through several steps. In this article we present the way of working, original solutions, and experimental results analyzed in the development of three chatbots from different fields. Conversational skills are described, but the emphasis are on the four dimensions of the chatbot development in the chosen areas of activity: interaction, integration, testing, and analysis. Moreover, we want to highlight the concern of business people for using the chatbot in any field of activity, streamlining economic activities, and achieving the success of the chatbot.