Chatbot vocabulary | Kommunicate blog

A curated list of chatbot terminologies and general chatbot vocabulary.

Tl;Dr: An Infograph

I have prepared an infographic summarizing this post, you can find it below. Feel free to save the chatbot vocabulary infographic and share it with your team. For more detailed definitions and examples, scroll along.

Chatbot

A chatbot is a computer program designed to simulate human conversation. Chatbot interprets the words given to them and provides a pre-set answer.

Chatbots running on websitesChatbots Purpose
https://www.eurostar.com/Eurostar chatbot answer questions around traveling in Eurostar
https://www.csusb.edu/admissions/apply-csusbCSUSB chatbot answers all admission and academia related questions

Intent

An intent represents the purpose of the user input. It is the reason why the user is sending a message to the chatbot.

Chatbot Intent Examples:

PhrasesIntent
Hi
Hey
Hello
Greeting
What is the price?
What is the cost?
How much does it cost?
Cost

Entity

An entity represents details that compliment the intent. Entities are used to identify and extract useful information from natural language data. Chatbot Entities can be a date, time, email, phone number, location, etc.

Chatbot Entity examples:

PhrasesEntities
When is Tesla coming to India?Tesla, India
What is the price for Model S?Model S
Book a demo for tomorrowtomorrow

Utterance

An utterance is the smallest unit of speech. It is a continuous piece of speech, beginning and ending with a clear pause. Chatbot Utterances are the inputs from the user to the chatbot.

Utterances example
Moving home
I am moving home
Shifting to a new place

Context

The context in chatbot refers to the current state of the conversation. Unlike intent and entities, which are associated with a single user message, context is about the conversation happening across multiple messages.

Chatbot context remembers the previous history and understands the purpose of the chat.

Conversation example that shows how context is used.
BotUser
How may I help you?Book a flight for Bangalore
When do you want to fly?Tomorrow
There are 2 flights available for tomorrow at 11 AM and 4 PM, which one you want to book?11 AM
Thank you for the confirmation. Your flight is booked. Your flight for Bangalore will depart from LA on 20 Jan 2021 at 11 AM. 

Here, the chatbot remembers the context from the history of the conversation.

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.
NLP Examples
Email Filters
Chatbot Assistants
Language Translation

Artificial Intelligence (AI) Chatbot

Artificial Intelligence (AI) chatbots are chatbots that understand and answer more complex queries. The AI-powered chatbot uses Natural Language Processing to break down the user sentence into Intent and Entities. Intents and Entities information along with context is used to generate the response in the AI-powered chatbot.

AI Chatbot Examples
Replika
Tay

Virtual Agent

A virtual agent is a computer-generated virtual character that serves customers. It uses automated programs to answer customers.

Virtual Agent Examples
Alexa by Amazon
Siri by Apple
Google Assistant

Conversational AI

Conversational AI refers to the set of technologies with which users can interact with. They use large volumes of data, machine learning, and natural language processing to help imitate human interactions, recognizing speech and text inputs and translating their meanings across various languages.

Conversational AI Examples
Voice Assistants
Chatbots

Bot to human handoff

Bot to human handover is handing over the conversation from the chatbot to the human representative along with all the conversation history and details.

Many platforms have started supporting bot to human handoff

Dialogflow
IBM Watson
Kommunicate

Wrapping Up

In this post, we learned about the commonly used chatbot vocabulary and terminologies. Do you have other terms in mind? Feel free to share in the comments, and I’d be happy to append it to the blog.


References:

  • https://en.wikipedia.org/wiki/Utterance
  • https://www.ibm.com/cloud/learn/conversational-ai
  • https://docs.microsoft.com/en-us/azure/cognitive-services/luis/luis-concept-entity-types