A well-architected chatbot
For a chatbot to be useful and efficient, it must possess certain qualities. We call a chatbot that possesses these qualities a "well-architected" chatbot. We list and define these qualities as follows:
Adaptability
An adaptable chatbot is one that can understand and adapt to all the utterances received. Even for utterances that are not explicitly programmed, there should be a graceful response to get the chatbot user back on track or alternatively use the opportunity to transfer the party to a live operator.
Personalization
As humans, we love to feel special. We love to hear our name and love for others to remember little things about us (our kids' names, our alma mater, and so on). A personalized chatbot remembers previous interactions and the information that they have collected about individual users.
Availability
A chatbot should be available to help the user. This goes beyond traditional platform availability. Of...