In addition to providing answers and information, a chatbot can accomplish specific goals.
Here is a non-exhaustive list:
- guiding the user in a navigation path
- collecting data from a survey
- submitting sales proposals
- carring out up-selling and cross-selling actions
- leading the user to sign a contract
- booking a service or schedule an appointment, etc.
The most important thing for a chatbot is not to give wrong answers. When a chatbot does not have a sufficient level of confidence to provide a proper answer, it tries to better understand the request proposing a “disambiguation”. This means, that the chatbot will show possible alternatives that may refer to the user’s request.
If the user will confirm one of those, the bot will give the corresponding answer.