Tag: AI chatbots

Customer service automation through chatbot development

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The recent surge in popularity of chatbots has led to more automation of various fields. One prime target for chatbots is customer service automation. Chatbots are already being deployed that can help consumers shop, book flights, make dinner reservations, and schedule their day, so why not resolve customer service issues? If you’re interested in automating some of your customer service efforts, the following information may be of use.

Chat log history is a must

To be effective, chatbots need to be accurate at recognizing what a customer is asking or trying to do when they initiate a conversation with the bot. They also need to accurately choose the best approach to go about answering the customer’s question, correcting their problem, or directing them to the appropriate live agent who can help them from there. Many companies who are developing chatbots are doing so without the benefit of access to chat log history. Chatbots utilize machine learning to teach themselves to be more accurate over time. Chatbot developers can input dozens of probable scenarios and hundreds of different ways that frequently asked questions might be worded but actual chat log history–real transcripts of actual conversations between customers and live agents or chatbots are going to be the most useful of all. By adding this to a chatbot’s memory bank, it will be more accurate.

There’s no such thing as a perfect algorithm, yet

There are all sorts of different algorithms out there to help chatbots more accurately assist customers. They all have different strengths and weaknesses but none of them are one-size-fits-all. The most advanced chatbots will still make plenty of mistakes because the technology to perfectly replicate live customer service agents simply isn’t there yet. The best you can do is carefully research the various chatbot algorithms that are out there and test them for accuracy according to what kind of chatbot you’re trying to develop. You’ll have to decide what’s most important to you in a chatbot when developing it because you can’t have it all.

Recognize the shortcomings

One of the the things that makes chatbot development so difficult is the complexity of writing a program that understands semantic relationships between words. Computers are good at recognizing patterns, word order, and keywords that might clue them in to what a human is asking of them. But they don’t have the common sense knowledge about how the world works that humans do. Even the simplest sentences can be difficult for chatbots because while it can easily access the definition of each word, it can’t take all of them together to understand the meaning of the sentence as a whole. AI researchers are gaining ground on this task but in the meantime, businesses who wish to use chatbots for customer service should have realistic expectations for what chatbots can and can’t do for them.

Chatbots aren’t a replacement for live customer service agents

It goes without saying that a need for live agents still exists and will for some time. Chatbots are best used in conjunction with these live agents. Let chatbots automate answering the simple questions and resolving simpler issues and direct the more difficult ones to the appropriate live agent.

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Source: venturebeat.   com/2017/07/01/the-reality-of-automating-customer-service-chat-with-ai-today

 

SMS Messaging Proving Worthwhile for Daily Life

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Still SMS messaging is one of the most popular means by which people communicate. Billions of text messages are sent on a daily basis. But SMS messages, or text messages, have never gone beyond much more than a means to communicate. When it comes to assisting in other daily activities, most people look beyond text messaging for help. There are apps for people to track how much money they spend, to meal plan and create a grocery list to add items to, and to schedule and track reminders through calendar apps. Text messaging has never been used for those purposes until now.

Yahoo Pushes SMS Messaging Beyond Just Messaging

Yahoo has launched a new SMS-based tool named “Captain.” Captain is an AI chatbot, but rather than used through an app as many AI chatbots are, Captain runs through SMS messages. Captain can handle a variety of tasks, including scheduling, shopping list creation, and more. Send a text to Captain to put a reminder on your calendar. You can even add people to that reminder if it is a group event or activity.

“Yahoo believes the real value of Captain lies with families,” states Venture Beat. Captain allows families to easily and effectively communicate and manage daily activities. Text Captain to add eggs and sugar to the shopping list. Captain will respond that your spouse also added apples to the list. Signing up is simple: text “Hi” to 773-786. By utilizing Captain, you can save space on your phone because you do not have to download five apps to manage your daily tasks. Captain streamlines all of that for you.

A Positive Outlook for SMS Messaging

Yahoo’s new project shows the versatility of SMS-based tools. Whether it is communicating, managing daily tasks, or something yet unforeseen, SMS messaging is proving useful.

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Language Problems? No Problem for AI Chatbots

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Customer service is essential for any business or organization. If a business sells a product, then customers need to be able to contact someone if they have a problem. If a company offers a service, then clients need to be able to contact someone within the company if they have a complaint. Customer service is extremely important; customers need to be able to contact a company when they need help or have concerns, and so companies need to have customer service representatives available to answer the needs of the customer.

The difficult part of customer service is actually communicating to a customer or client. And if you are a company that offers a product or service globally, then your customer service has to be able to handle communicating with people in a variety of languages. Educating existing customer service representatives so they can speak more than one language would be an expensive and time-consuming adventure. Hiring people that speak more than one language can be difficult when your hiring pool does not offer a plethora of bi-lingual candidates.

So is there any way to meet the communication demands of an expanding marketplace with consumers and customers that speak more than one language? AI chatbots are the solution.

AI Chatbots are the Solution for Everything

Chatbots are versatile and flexible enough to meet the demands of most people who use them. In a recent blog post, we discussed how chatbots are, in concept, able to meet every human need. Chatbots are effective tools to help people when it comes to medical needs and advice, therapy and self-awareness development, and even insomnia and loneliness. AI Chatbots are used for all of those needs and more. And while AI chatbots are currently being used to help companies better their customer service reach, recent AI developments are showing that AI customer service is about to get a whole lot better.

AI Chatbots to Solve the Language Barrier

Last year Google announced their new system for machine-assisted language translations. Basically, the system will work to look at a whole sentence, rather than just a phrase, to better the translation. The new system in itself will greatly expand current AI translation abilities and better communication across people who speak different languages.

Not only are AI translations improving, but they are expanding to cover more languages. MSN news reported that Google Translate’s new services take effect for Russian, Hindi, and Vietnamese. Those languages are in addition to the already in place languages: English and French, German, Spanish, Portuguese, Chinese, Japanese, Korean and Turkish. According to Google, in the United States, 1,292,448 people speak Vietnamese; 836,171 speak Russian; and 586,173 speak Hindi. That means that millions of more people can be reached through AI translation services.

While this is definitely good news for Google and the people they reach through their various translation services, these changes are good for all AI services. As AI chatbots improve through better programming and better language translation, everyone benefits. More AI chatbots and AI programs will be able to utilize these improved programs.

If your business or organization is still struggling with customer service because of language barriers, take hope in that improvements are happening and those changes will improve your ability to communicate with your customers, whether they speak English or Vietnamese.

Mobile Technology News brought to you by biztexter.com

Source: msn.com/en-us/news/technology/google%E2%80%99s-smarter-ai-powered-translation-system-expands-to-more-languages/ar-AAnXEzu?li=AA4Zoy&ocid=spartanntp