1、1THE ENTERPRISE CHATBOT GUIDEBOOKCHAPTER 1|WHAT IS A CHATBOT ANYWAY?CHAPTER 2|A BRIEF HISTORY OF CHATBOTSCHAPTER 3|CHATBOTS VS.CONVERSATIONAL AI-WHATS THE DIFFERENCE?CHAPTER 4|CONVERSATIONAL AI-HOW IT WORKSCHAPTER 5|CHATBOT FEATURES AND BENEFITSCHAPTER 6|HOW AI CHATBOTS DRIVE BUSINESS VALUECHAPTER 7

2、|USE CASES AND CASE STUDIESCHAPTER 8|CHATBOT BEST PRACTICES FOR ENTERPRISEContents3Welcome to the enterprise chatbot guidebook!In the pages of this guide,we will take a comprehensive look at chatbots,conversational AI and their related technologies.We will outline how and why conversational AI has b

3、ecome crucial to the successful digitization of customer service for large-scale enterprises,and go over use cases and best practices for how to best get started with a chatbot project.Whether youre just curious about automation or researching in preparation to deploy your 8th chatbot(go,you!),were

4、confident that youll find everything you need here to walk away with the knowledge necessary to help your business thrive in todays world of digital-first customer service,sales and support.INTRODUCTION0 04WHAT IS A CHATBOT ANYWAY?1 14Lets start with the basics.In its purest form,a chatbot is a comp

5、uter program designed to allow interaction between humans and technology.As the name implies,this was originally confined to just text-based communication,however,over the years,this interaction paradigm has evolved to include other input methods such as voice and gestures.Chatbots have also,in the

6、recent past,almost exclusively been deployed as customer service tools.They allow consumers 24/7 access to businesses and empower self-service,but that toois changing.As the technology powering chatbots has improved,so have the number of use cases that they cover.The 21st-century chatbot has evolved