February 21, 2019
April 11, 2019
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Only in the last few years have regular folks been able to “talk to robots” like we dreamed of in science fiction. This revolution in how people interact with computers has tremendous implications for businesses. Those who take the time to understand the technology and its potential will find success in the new era of conversational AI, and the following breakdown of the current state of the technology is a great place to start.
Why conversational AI?
Chatbots make software accessible to everyone who understands human language. A customer can avoid the frustration that comes with having to memorize and navigate complex menus and button layouts that are always changing with software updates. Instead, computers can be operated with simple human language that people can understand. Customers can now simply ask a bot to take them where they want to go, or to enable a feature without having to hunt it down. Good bot services encourage users to engage more deeply with software features that might otherwise go unnoticed, because they provide a richer, more natural experience. For example, imagine an image editing suite that can respond to a command like“Make the background of my photo darker.”
In addition to enhancing the customer experience, chatbots free up agents to respond to the more complex problems that are better solved by a customer service agent. When people are able to delegate a portion of their workload onto a conversational bot, they are now able to participate in higher value decision making for the company and expand their skills, which benefits the company and enriches the agents.The Royal Bank of Scotland used Watson to build their bot framework, which consists of two bots called “Cora” and “Marge.” Cora handles simpler, “first-time” problem resolution, and Marge assists the agents themselves when they need more information to respond to a customer’s query.
Want to learn more about how you can create a conversation bot? Start learning and experimenting with our chatbot API.