Free-text chat
"Free-text" chat is when a user types their own message. The system then uses Natural Language Processing to try to interpret the message in order to provide the most relevant pre-written response. This is what people most commonly think of when they hear about "chatbots."
  • Pros:
    • People can submit any question
  • Cons:
    • People may get more frustrated at the ability to ask any question but not be able to get all questions answered.
    • The system may not be able to interpret what someone is saying
  • Vendors:
    • Astute Chatbot
    • Microsoft
    • Zendesk
Left to right: screenshots of free-text chat from Ohio, Georgia, and California.

Last modified 9mo ago
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