Development and implementation of Chatbots

Chatbots are the future that becomes inevitable

The way people communicate online is rapidly changing. First, there were calls and emails. Then social networks swept in. The most recent development is messaging applications that are fast and easy to use. People are spending more time than ever before in Viber, Telegram, Facebook Messenger, WhatsApp and the like.

So what should businesses do in this shifting landscape of online communication? How does one establish a firm digital presence and reach potential customers who are spending most their time in messenger apps?


Chatbot is a program that interacts with clients via messaging, extracts semantic meaning and sends responses according to the business-logic


A chatbot may be as simple as basic pattern matching with a response, or it may be a sophisticated weaving of artificial intelligence techniques with complex conversational state tracking and integration to existing business services


Chatbots are bridging the gap between advanced technologies and people who want to complete time consuming everyday tasks in the most efficient and comfortable way

Advantages of using Chatbot for your Customer Service:


Clients deserve the best: no more waiting, no more transfers between services! With bots, they always reach the right person and get answers instantly 24/7


The conversation can use simple text strings or more complex rich cards that contain text, images, carousels and action buttons

Customers perceive communication with Chatbot as a new enjoyable experience


The range of chatbot’s knowledge may be wider comparing with a single agent or IVR-menu

Chatbot is capable to save client’s data and use them in further requests

Multi-language support — by means of speech recognition chatbot can switch to a client’s language

Chatbot’s logic consists of rail tree and NLP both that’s why on every dialog step client can move conversation to another section

More advanced responses can be made using your own logic and webhook for fulfillment so the bot can reply with information (for example, about your account or order state) it gathers from an external API call

Bots don’t require downloading a separate application – all is done through a familiar messenger window

Dialog history is saved in messenger so it is always at hand

No immediate response is required — customer always has extra time to make a decision or take a break

Unlike a phone call, a chatbot session don’t interrupts in conditions of unstable network connection

Search accessibility —a chatbot link can be posted on the company’s website or in social network and conversation can be started just in one click


Chatbot can forward a conversation to human hand-off when required

Advantages of Chatbot implementation for your Company:

If you are burning too many resources in backend support, chatbots can be your way out. Automate your mundane and repetitive tasks by a bot and refocus your teams on more case-specific client assistance

Scalability of knowledge — information about products and services of business repeatedly changes, it is easier to modify one Chatbot than to train group of operators

The possibility of internal use – operators and managers can refer to Chatbot as quickly accessible and up-to-date knowledge base

Chatbots are incredibly cost effective. Its implementation does not require purchase of network and operator equipment and not cause high telecommunications costs, and what is more Chatbot platform can be deployed in a cloud solution

Increase of customer satisfaction due to instant service and higher usability

Comparing with e-mails messages sent by a chatbot achieve higher level of “message-read” and client’s retention rates

Useful tools and options that help for further support and analysis of chatbot performance:


Historical reports that display total amount of dialogs per date, main conversational topics, average count of steps per dialog, number of finished dialogs and so forth


Testing environment that allow you to make text inputs and view answers in GUI or JSON format


Visual interface for creating and editing of chatbot logic tree


Machine Learning tool that allows your agent to understand a user’s interactions as natural language and convert them into structured data. Manage your dialogue and let it improve with every conversation


Training tool in which you can view dialogs and reassign inputs to correct categories


Building multi-language bot is now easier than ever – you can construct one logic tree applied to all languages

Automation technologies are taking over all the spheres of our lives, be it the development of smart workspaces or technologies like smartphones and cloud personal assistants. One thing is pretty clear though, chatbots are here to stay, and their development will impact both businesses as well as consumers. The present implementation of chatbots in the customer service industry offers businesses a doorway to understanding the future uses of chatbots for different aspects of business operations.

NOVA IT company has many years of experience in implementing complex IVR systems, including Cloud IVR and using speech recognition technologies, as well as integrating them with the customer’s information systems.

What technologies do we use: