Chat Bot Software in Information Management

This report discusses the use of chat bots in information management and their advantages and disadvantages. It also covers the various fields in which chat bots are used. The report emphasizes the need to use chat bots in a wider range while keeping in mind that information management should not be affected.

Running head: INFORMATION MANAGEMENT
CHAT BOT SOFTWARE IN INFORMATION MANAGEMENT
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EXECUTIVE SUMMARY
The below report depicts the use of chat bots in the information management field and the uses
of this software. A typical chat bot may be defined as a support system which acts as a
conversation method between the company and the clients. Several advantages and
disadvantages of chat bot are described below and also the various fields in which the chat bots
are used are mentioned below.

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Table of Contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................4
Definition and purpose of a chat bot............................................................................................4
Certain benefits of using chat bot................................................................................................5
Limitations of Chat bot................................................................................................................7
Uses of Chat bot...........................................................................................................................8
Conclusion.......................................................................................................................................9
References......................................................................................................................................11

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Introduction
Technology has affected the modern society in various ways and the most being the
advancement of human life. Technology today is associated with almost each and everything we
use and it affects the lives of millions of people around the globe. Corporate communication can
be defined as the internal and external communication between the members of the corporation
and also between the stakeholders of the company (Laudon and Laudon 2016). Information
management can be described as the management of information that are provided to a customer
by the organizations. Information management plays a vital role in the information technology
field and chat bots affect this field in many aspects. Various technologies are used to carry out
this corporate communication which includes the use of new and emerging technologies such as
artificial intelligence, big data analysis and data mining and machine learning. Information
management is the management of data and source of information in an organization (Beilby,
Zakos & McLaughlin, 2014). The technology that can be pointed out effecting information
management is chat bot support in corporate communication. A chat bot is a typical support
system which provides 24 hour support to the customers by giving them solutions to all their
problems. Almost every website in today’s world whether be it an e-commerce website or a
commercial business website, has this feature to support their customers (Cui et al., 2017). A
chat bot is nothing but the customer support system which communicates with a customer with
text messages whenever a customer approaches with any complaints or queries.

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Discussion
Definition and purpose of a chat bot
In the modern information technology industry, customer service and support has become
a very important aspect in order to maintain customer relationships. Almost every company
related with the client service industry is adopting the chat bot in order to provide better after
sales service to its clients. A typical chat bot may be defined as a support system which acts as a
conversation method between the company and the clients. The chat bot which are also known as
chat box or chat robots are typical sophisticated natural language processing system which may
be associated with modern technologies like machine learning, big data analysis and artificial
intelligence (Io & Lee, 2017). The modern day chat bot are basically nothing but an intelligent
support system developed using artificial intelligence which analyses and studies the nature of
the customer’s concern and directs and communicates with the customer in order to resolve the
situation. Some globally dominating countries such as Google, Amazon and Walmart have chat
bot support system and this feature is generally associated with the B2C customer service
organizations.
The working mechanism of chat bot can be explained with the help of artificial
intelligence and natural language processing. Turing machine test is the main objective in
developing a successful chat bot system and these systems can be also used for sales and
marketing purposes. Many banking sectors, e-commerce, retailers, airlines and government
sectors and restaurant chains also use this technology in order to update and enhance their
performance in their respective fields (Khanna et al., 2015). The needs and demands of the
customers must be analysed and studied in details in order to design and implement the chat bot
systems. The application of chat bot is also time saving as when a customer demands any support

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to a particular section, the chat bot immediately gives support and answer to the client saving a
lot of time for the organization. The platform and requirements of the client and the company
must match and should be considered well before the development of such softwares. Some of
the recent chat bots that exists are Google chat bot known as Google assistant which is
considered to be one of the most technologically advanced support system in the present world.
Google assistant is associated with the mobile phones and comprises of heavy and complex deep
learning algorithms which helps the system to communicate with the user just like a human
being and the application can also make phone calls and messages as requested by the user
(McNeal & Newyear, 2013). The need of chat bots are increasing day by day with the more need
of customer support as businesses are focusing more on the concerns and problems of the
customers. Thus chat bots are considered to be of two basic types – standalone softwares or
applications and web-based applications.
Certain benefits of using chat bot
Chat bot are used by sales, support and marketing teams of the companies in order to
support and give back up to the customers and to improve the overall performance and
productivity of the company. Chat bot if used in proper manner and by applying proper
technology can be highly beneficial for the organizations (Zumstein & Hundertmark, 2017). The
banking and e-commerce sectors are heavily using the chat bot in order to support their
customers all round the clock. The beneficial issues related to chat bots can be listed as below –
Save of money:
The organizations can reduce their expenditure by a huge margin as the implementation of
chat bots will reduce the need of employing workers for supporting the customers (Zumstein &

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Hundertmark, 2017). The system usually helps in the reduction of expenditure in the long run of
an organization.
Time saving:
The application of chat bot is also time saving as when a customer demands any support to a
particular section, the chat bot immediately gives support and answer to the client saving a lot of
time for the organization.
More Customer satisfaction:
The chat bots system will also enhance the customer relation and satisfaction as the system is
designed to provide round the clock services to the customers all around the globe.
Increased number of customer base:
The growth of an organization or business can be triggered with the implementation of chat
bots as it attracts a lot of people by providing appropriate support.
Reduction of human errors:
The software or application of chat bots are designed with the help of complex and strong
algorithms which gives appropriate answers and thus reduce the human effort and due to the
involvement of humans many errors related to the service occurs which can be completely
avoided.
Multiple customer handling:
The employees of a typical customer support system cannot deal with a number of
customers at a single time but with the use of chat bot software this problem can be avoided

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(McNeal & Newyear, 2013). This is one of the main benefits of using the chat bot system as no
customer’s enquiry is left unattended.
Limitations of Chat bot
The implementation of chat bot system definitely reduces a lot of problems in the
customer support system but this system has certain flaws and limitations within them. The
limitations and flaws can be listed as bellows –
Complex interface:
The interface that the users use in the chat bot are sometimes complexly designed which
results in lot of time for the customers to understand the interface of the software (Chandel et al.,
2018). The problems of the customers, if not filtered results in difficulties for the customers.
Time consuming for customers:
Due to the limitations in the availability of data in several aspects, the process of
communication through chat bot sometime gets time consuming to the customers and also
expensive. Therefore, this also effects the customer relationship of the organization.
Huge installation costs:
The chat bots are designed to serve the customers all-round the globe and thus it needs a
huge number of installation costs and also lot of manpower to maintain the software of the chat
bot support system (Rahman, Al Mamun & Islam, 2017). However each and every chat bot
system associated with a business has to be configured separately in order to function properly.
Lack of decision making system:

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Whenever a complex situation arises in case of making decisions, the chat bots lacks in
this sector. The chat bots are not programmed to recollect any information from the past and due
to this reason the customer has to repeat information to the chat bot more than one time which
can annoy the customer and effect the relationship with the customer (Serban et al., 2017).
Thus the application of chat bot has a vivid use in today’s modern information system
and thus they must be developed using proper methods and clauses. Chat bot are thus considered
to be human friendly and helpful around the world and are the main face of customer support and
communication in almost every multi-national company or any company spreading through the
use of internet. The need of chat bots are increasing day by day with the more need of customer
support as businesses are focusing more on the concerns and problems of the customers. The
chat bots developed can also be used for predicting the weather and other related basic activities
(Druga, Williams, Breazeal & Resnick, 2017). Thus information management also gets affected
due to the use of chat bots as because exact information is not sometimes delivered to the
customers due to lack of decision making and other limitations of the chat bot as mentioned
above. Information management is definitely an important aspect in the information technology
field and thus chat bot softwares knowing or unknowingly affects the information management
system.
Uses of Chat bot
Chat bot are used in a huge basis in many websites and organizations as they enhance the
performance and productivity of the company. The chat bot can be used by food delivery
services in order to order food and also enquire about any product. Meanwhile the chat bot also
suggests some products of the company based on the customer’s search history. The company’s
providing delivery services to its customers also has such chat bot options which have the facility

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to track a particular order and also to address the customer’s complains (Brandtzaeg & Følstad,
2017). Some of the recent chat bots that exists are Google chat bot known as Google assistant
which is considered to be one of the most technologically advanced support system in the present
world. Google assistant is associated with the mobile phones and comprises of heavy and
complex deep learning algorithms which helps the system to communicate with the user just like
a human being and the application can also make phone calls and messages as requested by the
user. The need of chat bots are increasing day by day with the more need of customer support as
businesses are focusing more on the concerns and problems of the customers (Bii, 2013). The
chat bots developed can also be used for predicting the weather and other related basic activities.
The chat bot applications can also schedule a meeting or search for flight tickets for a customer
and suggest the appropriate that meets the demand of the customer. The main objective of such
chat bot applications are to provide message support to the customers. Chat bots can also be
categorised under work automation as the part of customer support is handled by it only. It is
also implemented as an in directed channel for sales and also for the promotion of their products.
Thus chat bots are a very common application in modern world and used in every other
company.
Conclusion
Thus in this study we can define the corporate communication as the internal and
external communication between the members of the corporation and also between the
stakeholders of the company. Various technologies are used to carry out this corporate
communication which includes the use of new and emerging technologies such as artificial
intelligence, big data analysis and data mining and machine learning. Information management is
the management of data and source of information in an organization. Chat bot are an essential

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tool for corporate communication and is used by various organizations in order to support their
customers. The chat bot should also be used in the government sectors with a more vivid range
so as to provide the common citizens of a country with the service in a wider range. Thus chat
bots should be used in a vaster way and it should also be kept in mind that information
management should not be affected due to the use of chat bots and they should be implemented
in various information technology fields accordingly.

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References
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Bii, P. (2013). Chatbot technology: A possible means of unlocking student potential to learn how
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Conference on Internet Science (pp. 377-392). Springer, Cham.
Chandel, S., Yuying, Y., Yujie, G., Razaque, A. & Yang, G., 2018, July. Chatbot: efficient and
utility-based platform. In Science and Information Conference (pp. 109-122). Springer,
Cham.
Cui, L., Huang, S., Wei, F., Tan, C., Duan, C. & Zhou, M., 2017, July. Superagent: A customer
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Druga, S., Williams, R., Breazeal, C. & Resnick, M., 2017, June. Hey Google is it OK if I eat
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