The term “ Bot Platform” is sometimes used interchangeably with “ Bot Development Framework“. Bot platforms started playing an important role in adoption and growth. Such bots are used for push notifications, changes, breaking news, announcements, important events, etc.Īs bots and automation became mainstream in the current digital transformation, we have seen bots categorised into generalised bots and custom (specialist) bots. We have seen self-service portals and knowledge management systems to help customers, and employees get common and standard information (from time to time) as and when required. Informational bots: These bots are referred to as self-service bots.Some of the everyday tasks performed by such bots are: interacting with external systems to accomplish a specific transaction and moving data from one platform to another. They work across systems as and when needed as per the design of the bots. These bots work in the background with humans’ help to perform repetitive, mundane, and volume tasks. Transactional bots: These bots are well-known under RPA and BPA technologies.The bots are “good” bots that pull the required data with the guidelines and directives given. Their main objective is to fetch data from various sources like APIs or websites continuously. Crawler bots: As opposed to chatbots, bots like crawlers work continuously in the background.These bots are found doing front desk jobs for many functions and processes. Wherever there is mundane conversation based on rules, past information, trends and learning, we can adapt and implement chatbots effectively. These bots are used in Customer Support, HR & Admin Support, Line of Business Support, etc. The objective is to reduce human dependence by training the bot to bring human behaviour and personality into communication. Chatbots: These bots are focused on conversations with humans.Why do we need bots in our digital transformation? We need them because they are:ĭigital transformation has given various technologies and platforms to build bots for different purposes and with multiple objectives.Ī few essential bots we have seen in the past decade getting acknowledged, used, and optimised are:
Because of this demand, chatbots are increasing in popularity among businesses and consumers alike. As per a Business Insider report, consumer retail spends via chatbots worldwide will reach $142 billion by 2024, -up from just $2.8 billion in 2019.īesides retail, digital consumers are demanding around-the-clock service for assistance in areas ranging from banking and finance to health and wellness.
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