chat bot

In the past years, we’ve seen an explosion of chat bots across multiple industries. Many times we are asked what can a chat bot do, and how would it benefit our product? In our experience, chat bots need to be tailored specifically to what a client would want otherwise, there is a very generic feeling to these bots (much like calling into an automated call center). So how can we make a bot succeed in an area crowded with thousands of existing bots?

The first key to building a successful chat bot is by making sure the bot is powered by a natural language processing service – whether that is internal or a 3rd party service like This allows users to provide a variety of different questions and phrases while allowing you to focus on the decision-making process. Sometimes we see bots powered by regex expressions, this has a few issues:

Services like remove the hassle of parsing and recognizing phrases. They allow you to create story-based decision trees that automatically interpret user input based on the criteria you give it. For example below is a simple “I want to book a hotel” scenario that a chatbot might need to handle.

In the example above, you can see that we will tell the user will ask the question “I want to book a hotel in California” and then tell it to extract information from the phrase like “book a hotel,” which is our agenda item, and “California,” which is our location. With this single instruction can already accept a wide variety of questions from the user. For example, all of the following would now be supported:

  • Can I book a hotel in Miami?
  • I want to book a hotel in New York
  • I need to book a hotel in Wisconsin

We then tell to pass the agenda item and location to our “searchForHotels” function which will return a search result that can be sent back to our user (as seen in the bot response). All of this setup took less than 15 minutes to generate this storyboard on

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