Artificial intelligence (AI)-based chatbots

  • December 2, 2022
  • Posted by: OptimizeIAS Team
  • Category: DPN Topics
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Artificial intelligence (AI)-based chatbots

Subject :Science and technology

Context:

Public sector organizations and government agencies are leading the adoption of artificial intelligence (AI)-based chatbots in India

Details:

The National Payments Corp. of India (NPCI), Indian Railways, Bangalore Metro Rail Corp. Ltd (BMRCL) and Bharat Petroleum Corp. Ltd (BPCL)  are increasingly using these platforms to answer user queries and  accept bookings.

Concept:

  • A chatbot is a conversational application that aids in customer service, engagement, and support by replacing or augmenting human support agents with artificial intelligence (AI) and other automation technologies that can communicate with end-users via chat.
  • This tool helps add convenience for customers—they are automated programs that interact with customers like a human would and cost little to nothing to engage with.
  • Key examples are chatbots used by businesses in Facebook Messenger, or as virtual assistants, such as Amazon’s Alexa.

Rule-based chatbots vs AI chatbots

  • Rule based chatbots are also referred to as decision-tree bots which use a series of defined rules.
    • These rules are the basis for the types of problems the chatbot is familiar with and can deliver solutions for.
    • Rule-based chatbots can use very simple or complicated rules. They can’t, however, answer any questions outside of the defined rules.
  • AI chatbots that use machine learning understand the context and intent of a question before formulating a response.
    • These chatbots generate their own answers to more complicated questions using natural-language responses.
    • The more one uses and trains these bots, the more they learn and the better they operate with the user.

Example-

  • DigiSaathi-is a chatbot service for customers to find information on resolution of issues with digital payments on WhatsApp.
    • The Reserve Bank of India (RBI), along with the National Payments Corporation of India (NPCI), launched it
    • It is a 24-hour helpline that would offer information on various products and services offered across payment cards of all kinds-including debit, credit and prepaid cards, UPI, QR-based payments, mobile or net banking, ATMs etc.
    • Besides this, it will also provide contact details of various payment system participants, both banks and non-banks.
    • There are two ways to get information from DigiSaathi- 
      • a toll-free number 14431 or 1800 891 3333
      • official website-digisaathi.info
  • Conversations on the move– Central Railways’ chatbot designed for user entertainment on select train routes. It offers passengers infotainment on journey locations.
Artificial intelligence (AI)-based chatbots Science and tech