Acta Univ. Agric. Silvic. Mendelianae Brun. 2019, 67(6), 1541-1550 | DOI: 10.11118/actaun201967061541

Chatbots for Enterprises: Outlook

Pavel Kostelník, Ivo Pisařovic, Mikuláš Muroň, František Dařena, David Procházka
Department of Informatics, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic

Chatbots are going to be the main tool for automated conversations with customers. Still, there is no consistent methodology for choosing a suitable chatbot platform for a particular business. This paper proposes a new method for chatbot platform evaluation. To describe the current state of chatbot platforms, two high-level approaches to chatbot platform design are discussed and compared. WYSIWYG platforms aim to simplicity but may lack some advanced features. All-purpose chatbot platforms require extensive technical skills and are more expensive but give their users more freedom in chatbot design. We provide an evaluation of six major chatbot solutions. The proposed method for the chatbot selection is demonstrated on two sample businesses - a large bank and a small taxi service.

Keywords: chatbot, conversational agent, natural language processing, conversational commerce, intelligent assistant, customer relationship management, chatbot market overview

Received: June 3, 2019; Accepted: November 5, 2019; Published: December 22, 2019  Show citation

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Kostelník, P., Pisařovic, I., Muroň, M., Dařena, F., & Procházka, D. (2019). Chatbots for Enterprises: Outlook. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 67(6), 1541-1550. doi: 10.11118/actaun201967061541
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