Chatbot Ecosystem: Arts and Crafts of AI-powered Communication - Abto Software, Lviv, Ukraine

Rapidly expanding market of chatbot solutions drives many businesses to discovery of value, benefits and competitive advantages of chatbots. In this situation companies that are planning to add a chatbot to their IT infrastructure are often not familiar with the principles and components of chatbots and so decision makers are in situation that they have to define business strategies without sufficient knowledge about chatbot ecosystem. In this article we will try to clarify these aspects and describe value and impact of each component based on our experience of building chatbots. First of all, we would like to mention that many people (even skilled and experienced in business process management) have too simplistic vision about chatbots. There are dozens of "do-it-yourself" kits on the market, but building your own solution (dedicated to needs of particular business model) without proper understanding of the whole "chatbot universe" could end with disappointment of business and customer frustration (and what is even worse – loss of trust to your chatbot).