聊天工具机器人开发
2017 was the year of the chatbot. So was 2018.
But fast forward to 2020, many chatbots have emerged — but only a few remain relevant today. The Next Web proclaimed the death of chatbots. Others are questioning the wisdom of investing heavily in chatbots, when their purposes seldom fulfill customer satisfaction.
但是到了2020年，已经出现了许多聊天机器人-但今天只有少数机器人具有现实意义。 下一代网络宣布聊天机器人的死亡 。 其他人则质疑 ，如果聊天机器人的目的很少能达到客户满意的程度，那么大笔投资是否明智 。
The allure of chatbots is obvious. Cheap, instantaneous, around-the-clock customer service. Automated replies to frequently asked questions, freeing up their human counterparts to tackle the complicated issues. While still retaining the ‘human touch’ of speaking to a customer service officer. What’s not to like?
聊天机器人的吸引力是显而易见的。 便宜，即时，全天候的客户服务。 自动回答常见问题，使他们的同伴可以解决复杂的问题。 同时仍然保持与客户服务员交谈的“人性化”。 不喜欢什么？
像任何工具或软件一样，聊天机器人仅与使用它们的人一样有效。 (Chatbots — like any tool or software – are only as effective as the ones who wield them.)
One common pitfall is that chatbots are dependent on language recognition patterns — which are highly dependent on the following technologies to make their conversations more human-like:
一个常见的陷阱是，聊天机器人依赖于语言识别模式-语言识别模式高度依赖于以下技术，以使其对话更加人性化：
- machine learning (ML), 机器学习(ML)，
- deep learning (DL), and 深度学习(DL)，以及
- Natural Language Processing (NLP) 自然语言处理(NLP)
Given that the above technologies are expensive, and combined with the fact that most companies are in a rush to launch their next chatbot, it becomes obvious why most chatbots swiftly become obsolete. These chatbots don’t respond well to customers’ input, show the clunky workings of a badly designed user experience, and worse still, drive customers up the wall with their stone-faced replies.
鉴于上述技术非常昂贵，而且大多数公司都在急于启动他们的下一个聊天机器人，因此显而易见的是，为什么大多数聊天机器人很快就会过时。 这些聊天机器人不能很好地响应客户的输入，显示出设计不当的用户体验的笨拙工作方式，更糟糕的是，他们用刻板的答复将客户推向高潮。
聊天机器人的有效性取决于公司对客户痛苦点的了解程度。 (A chatbot’s effectiveness depends on how well the company understands their customers’ pain points.)
And in turn, how focused the chatbot’s functions should be. If not done well, the chatbot stands a high risk of being implemented poorly — and becoming irrelevant.
反过来，聊天机器人的功能应该有多集中。 如果做得不好，聊天机器人很可能会实施不当，并且变得无关紧要。
Rather than having an ambitious plan of having a chatbot that can replace a human employee, the key is to make the chatbot a specialised tool for providing quick solutions to simple problems commonly encountered by customers.
与其制定一个雄心勃勃的聊天机器人来替代一名员工的雄心勃勃的计划，关键在于使该聊天机器人成为一种专门工具，可为客户常见的简单问题提供快速解决方案。
By constraining the roles of the chatbots, it’s also easier to pare down on the third-party services and APIs the chatbot needs, which cuts down on unnecessary costs for maintaining the chatbot.
通过限制聊天机器人的角色，可以更轻松地减少聊天机器人所需的第三方服务和API，从而减少了维护聊天机器人的不必要成本。
In the meantime, as advances to conversational AI continues slow (but steady), chatbots can still contribute to businesses in the following ways:
同时，随着对话式AI的发展持续缓慢(但稳定)，聊天机器人仍可以通过以下方式为业务做出贡献：
- 24-hour services for simple and easy-to-automate queries, eg. checking order status 24小时服务，可进行简单，易于自动化的查询，例如 检查订单状态
- 24-hour service for simple and easy-to-automate functions, eg. updating scheduled appointments 24小时服务，提供简单易用的自动化功能，例如 更新预定的约会
- Answers to Frequently Asked Questions (FAQs) 常见问题解答(FAQ)
Even as the chatbots’ functions are narrowed to a specialised range, they can still provide value by helping to streamline customer support and improve user retention, especially when a customer service officer is not instantly available.
即使将聊天机器人的功能缩小到一个特定的范围，它们仍可以通过帮助简化客户支持并提高用户保留率来提供价值，尤其是在客户服务人员无法立即使用时。
Internally, conversational AI can also be used to co-automate internal business tasks to allow staff to be more productive such as scheduling meetings, assisting sales processes and handling legal documentation.
在内部，对话式AI也可以用于使内部业务任务自动化，以提高员工的工作效率，例如安排会议，协助销售流程和处理法律文件。
And before you forget, take a closer look at what your chatbot is saying.
在忘记之前，请仔细看看您的聊天机器人在说什么。
即使聊天机器人似乎纯粹是技术工具，但聊天机器人的主要沟通手段仍然是文字。 (Even as chatbots seem like purely technical tools, your chatbot’s main medium of communication is still words.)
(This applies even if you are using ML, DL and NLP to help your chatbot respond as humanly as possible.)
(即使您使用ML，DL和NLP来帮助您的聊天机器人尽可能人为地做出响应，这也适用。)
Does it have personality? Is it chatty — but not too chatty? Or does it sound like an instruction manual broken up into speech bubbles? While designing a chatbot’s conversational flow, it is important to consider the context. A bubbly, slangy tone might be great for a lifestyle brand, but maybe not so much for instance, a FinTech startup (though of course, it also depends on your brand image).
有个性吗？ 是健谈吗-但不是太健谈？ 还是听起来像是分解成气泡的说明手册？ 在设计聊天机器人的对话流程时，考虑上下文非常重要。 轻浮的语对生活方式品牌可能很好，但对于金融科技初创公司而言可能就不那么重要了(当然，这还取决于您的品牌形象)。
On a practical level, it also makes better sense to create structures — such as prompts and buttons — to direct the conversation so that users can ask the right questions, and the chatbot can answer them. This would also minimise instances where the AI encounters difficulties in understanding nuances in human language — and create hiccups in the user experience.
在实践上，创建提示(例如提示和按钮)结构来引导对话也更有意义，以便用户可以提出正确的问题，而聊天机器人可以回答这些问题。 这还可以最大程度地减少AI在理解人类语言细微差别方面遇到困难的情况，并且会给用户体验带来麻烦。
尽管声称聊天机器人已经消亡，但聊天机器人仍然扮演着不可或缺的角色。 (Despite claims of the chatbot’s demise, chatbots still have an integral role to play.)
Both as a means to automate conversion of leads and prospects, and to help answer common queries with a human touch. This is especially so in a pandemic, where call centres are emptying for lockdown or social distancing, and people need more answers than ever before.
既可以自动转换潜在客户和潜在客户，也可以通过人工操作来回答常见的查询。 在大流行病中尤其如此，在这种情况下， 呼叫中心正在排空以进行锁定或社交疏散，人们比以往任何时候都需要更多的答案。
In future, with further advances in ML, chatbots may one day help us conduct market research and predict future trends. Or tell us the answers even before we ask them. But for now, chatbots will do what they can.
将来，随着ML的进一步发展，聊天机器人有一天可能会帮助我们进行市场研究并预测未来趋势。 或者甚至在问他们之前告诉我们答案。 但是目前，聊天机器人将尽其所能。
聊天工具机器人开发
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