Beginner's guide for understanding what is a chatbot, rule based chatbots vs AI based chatbots, how does it work and how you can create your own chatbot.

1. Chatbot Basics
for Customer
Communication
Beginner’s Guide to Chatbots

2. What is a Chatbot?
● Computer program designed to
simulate human conversation
● Interpret the words given to them
and provide a pre-set answer
Example

3. Types of Chatbots
Rule based chatbots AI based chatbots

4. Rule based chatbots
● User input is matched using predefined rules
in order to get an answer
● Mostly used as button based bots

5. How Rule Based Chatbot works
● Prepare list of user inputs, responses and the rules
● User input is matched using predefined rules in order to get an answer
User says Rule Bot replies
hey Exact match Hey there
nice to talk to you Exact match I enjoy talking to you, too.
bye Contains Bye, have a good day!

6. Rule based chatbots
code sample
● Following pseudo code
shows a simplest view of how
it works.
Example
if user input matches ‘hey’ then
reply ‘hey there’
if user input contains ‘bye’ then
reply ‘Bye, have a good
day!’

7. Limitations of Rule
Based Chatbots
Result accuracy
is not good
Hard to maintain
for large data set
Fails in complex
queries

8. AI based chatbots
● Not just words, AI chatbot understands
what someone is saying
● AI chatbots understand context and
the intent of the user, then generates
the answer

9. How does AI Chatbot Works?
● AI Chatbot uses Natural Language Processing (NLP) to
break down the user sentence into:
○ Intents: Intents are action
○ Entity: Details that compliment the intent
● Intents and Entity information along with Context is used
to generate the response

10. Natural Language Processing (NLP)
● Natural Language refers to the way humans communicate
with each other.
● Natural Language Processing (NLP) is broadly defined as
the electronic manipulation of natural language, like
speech and text, by software.
● NLP involves the reading and understanding of human’s
spoken and written language through the computer

11. Intents
● Intent represents the purpose
of user input
● If a user says ‘I want to book
a demo’, then the user’s
intention is to ‘Book demo’.
Phrases Intent
Hi
Hey
Hello
Greeting
What is the price?
What is the cost?
How much does it cost?
Cost

12. Entity
● Entity represents
details that
compliment the intent
Phrases Entities
When is Tesla coming to India? Tesla, India
What is price for Model S? Model S
Book a demo for tomorrow tomorrow

13. Top Chatbots platforms to use
Dialogflow IBM Watson
RASA Kompose
by Kommunicate
Amazon Lex
Learn more about differences between above platforms here.

14. Create Chatbot for customer
communication
● Let’s go through a sample on how to create a chatbot.
● We will be using Kompose NLP based chatbot platform for
the example as it provides all essentials things for
customer communication. Kompose is built specifically for
the customer communication.
● Before we proceed, signup at Kommunicate.io and
create a bot from Kompose section.

15. Chatbot Setup
We will setup 3 things in chatbot
Welcome Message Human HandoverIntents

16. Welcome Message
● Welcome message is the first message
which is displayed to users when they
first visit the chatbot
● A good welcome message is important
to help the user understand what the
chatbot is all about
Example

18. Intents
● Kommunicate call
intents as “Answers”
● Add training phrases
and the answer
Example

19. Human handover
● For personalized support and complex
queries, it is advisable to handover
chat to the human agent.
● Kommunicate provides an easy setting
at the time of bot creation for bot to
human handoff.
Example

21. Thank You!
Devashish Datt Mamgain
Co-founder & CEO
devashish@kommunicate.io
www.kommunicate.io