ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

History and Application of Chatbots in Customer Service

Updated on November 12, 2019

Chatbots are intelligent systems that understand the user’s natural language queries and respond accordingly in a conversation. They are software with artificial intelligence that enables them to understand a user's input and give feedback using a predefined knowledge base.

In 1966, Professor Joseph Weizenbaum; considered one of the fathers of modern Artificial Intelligence created “ELIZA”; an early natural language processing computer program that simulated conversation by using a pattern matching and substitution method. He regarded it as a method to show the superficiality of communication between man and machine. (Wikipedia)

Eliza became the first chatbot in the history of computer science and opened the ground for more improved inventions. Some of the inventions include ALICE, JABBERWACKY, and MITSUKU.

  1. ALICE: developed in 1995 by Richard Wallace, was able to use natural language processing, which allowed for more sophisticated conversation. Being open-source, developers could use Artificial Intelligence Markup Language (AIML) to create their own chatbots powered by ALICE.
  2. JABBERWACKY: created by Rollo Carpenter. The purpose was to create an AI that could pass the Turing Test. It could mimic human interactions and carry out a conversation with users.
  3. MITSUKU: created by Steve Worswick using AIML technology. It contains all ALICE AIML files with many additions from user-generated conversations and is always under development.

The bots use natural language processing while some use the keywords within the text input to provide a response based on the most similar text patterns from the database.

When an end-user enters a question, the bots will analyze and respond if the question is within their scope otherwise some bots will continue querying the users for more information to enable them to offer the most appropriate response. They equally collect information from the users through the self-learning process to increase their knowledge base and give accurate answers.

Currently, the customer services section is the major beneficiary of this technology that is fast being adopted by several organizations owing to its effectiveness in offering round the clock service to clients, cutting costs on customer services i. e staff bill and answering most routine queries promptly.

Studies show that by 2020, 85% of customer interactions will be handled without a human. That means in just one year, you'll be talking to a chatbot for most of your customer service problems. (Hubspot).

A case study of the banking industry shows the milestones achieved since the introduction of mobile banking. This feature has eased access to banking services and enabled customers to open bank accounts online, deposit cash in their accounts, withdraw from their accounts, transfer cash to other accounts in different banks, check account balances, and get bank statements in real-time. All these have been made possible as long as one has access to the internet and a smartphone.

Banks on the other end have recorded a faster growth rate by reducing the traditional long queues in banking halls, quick feedback to customer queries, reduction in wage bill since the bots can do most of the routine duties, expanded reach to customers in remote areas, and offer 24hr services to clients thus resulting in faster growth rate for the sector.

In the retail sector, these bots give information on goods and services on sale, allow customers to share the items thus giving it wider visibility, promote sales online and respond to general queries like a store location.

Chatbots are slowly and will transform modes of doing business in the entire world. The benefits outweigh the challenges and any entity that has a huge following should make every effort to incorporate these bots for better communication and ease the traditional cost of responding to each and every customer via emails or phone calls.

This content is accurate and true to the best of the author’s knowledge and is not meant to substitute for formal and individualized advice from a qualified professional.

© 2019 Jeremiah Onyango


This website uses cookies

As a user in the EEA, your approval is needed on a few things. To provide a better website experience, uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at:

Show Details
HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
LoginThis is necessary to sign in to the HubPages Service.
Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
AkismetThis is used to detect comment spam. (Privacy Policy)
HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the or domains, for performance and efficiency reasons. (Privacy Policy)
Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
MavenThis supports the Maven widget and search functionality. (Privacy Policy)
Google AdSenseThis is an ad network. (Privacy Policy)
Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
Index ExchangeThis is an ad network. (Privacy Policy)
SovrnThis is an ad network. (Privacy Policy)
Facebook AdsThis is an ad network. (Privacy Policy)
Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
AppNexusThis is an ad network. (Privacy Policy)
OpenxThis is an ad network. (Privacy Policy)
Rubicon ProjectThis is an ad network. (Privacy Policy)
TripleLiftThis is an ad network. (Privacy Policy)
Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)
ClickscoThis is a data management platform studying reader behavior (Privacy Policy)