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About Chatbot Maturity

The best way to describe the maturity of a chatbot by conversation capabilities, which are divided into 3 categories:

  1. Basic: using keywords/ buttons with some use of natural language, scripted intents matching to generic responses (FAQs, Quizzes).
  2. Personalized: enhanced customer experience with natural language (“one sentence”) and improved through recognition, using personalized scripted answers and processes with CRM integration (Processing Orders).

       3. Full Self-Service: the chatbot will recognize and process the intents on a human level with sentiment analysis level, and uses personalized answers to complex intents and has access to company processes (Account modifications).