Types & Uses of Chatbots
Chatbots are software applications that simulate human conversation. They range from simple button-based menu bots to complex AI assistants like ChatGPT.
Learning Objectives
- 12.6.4.1 List the types of chat bots and platforms for their development
- 12.6.4.2 Determine the scope of chat bots
Conceptual Anchor
The Vending Machine vs. The Concierge
Rule-Based Chatbots are like vending machines: you press button A1, you get chips. They only do exactly what they're programmed to do. AI Chatbots are like a hotel concierge: you can ask vague questions ("Where's a good place to eat?") and they understand context and give flexible answers.
Rules & Theory
1. Rule-Based Chatbots (Decision Tree)
These follow a strict script. The user selects from options or types specific keywords.
- Pros: Accurate, predictable, cheap to build.
- Cons: Cannot handle unexpected queries, rigid.
- Example: "Press 1 for Sales, 2 for Support."
2. AI / NLP Chatbots
Use Natural Language Processing (NLP) to understand intent and context.
- Pros: Flexible, conversational, learns over time.
- Cons: Expensive, can hallucinate (make mistakes), requires training data.
- Example: Siri, Alexa, Customer Service agents.
3. Hybrid Chatbots
Combine both: use rules for simple tasks (checking balance) and AI for complex ones, or transfer to a human if stuck.
Common Platforms
| Platform | Use Case |
|---|---|
| Telegram Bot API | Great for beginners, Python-friendly, free. |
| WhatsApp Business API | Customer service, requires approval. |
| Discord Bots | Community management, gaming tools. |
| Dialogflow (Google) | NLP/AI bot building framework. |
Scope & Applications
Customer Service
Answering FAQs, tracking orders, booking appointments 24/7 without human delay.
E-Commerce
Product recommendations, abandoned cart reminders, processing payments within chat.
Education
Quizzing students, delivering flashcards, administrative reminders (homework due dates).
Healthcare
Symptom checking, medication reminders, mental health check-ins (e.g., Woebot).
Tasks
Interact with a Telegram bot (e.g., @vote or a support bot). Identify if it is rule-based or AI-based. Justify your answer.
Draw a flowchart (decision tree) for a rule-based Pizza Ordering bot. Include branches for size, toppings, and delivery.
Propose a chatbot idea for your school. What problem does it solve? Who is the audience? What platform interacts best?
Self-Check Quiz
Q1: What is the main limitation of rule-based chatbots?
Q2: Name one platform commonly used to build bots in Python.
Q3: How can chatbots help in E-commerce?