Chatbots powered by artificial intelligence are growing in popularity,
especially in the areas of employee engagement, knowledge management, and
One example of these is Viva. Viva is a chatbot deployed by VFS Global, which provides 24-hour support to those applying for Australian visas. The chatbot has the capacity to notice patterns from past customer interactions and predict the most useful ones. VFS Global reports that Viva helps companies to understand customer queries and improve user experience accordingly.
Indian textile company, Raymond, uses Sellina, an AI assistant from Applicate IT Solutions. It helps to train and engage a dealer network of 5,000 Startups in the AI market. They begin to offer more options to maintain a competitive edge. Ritesh Radhakrishnan (CTO, Senseforth AI Research), explains that scaling up is only possible by offering customers personalized, customized and conversational experiences.
Senseforth has multilingual and customizable bots that can be built to meet a company’s specific requirements. Chatbots can be trained and the startup provides analytics solutions for monitoring the interaction. However, chatbots still have a long way to go, partly because the AI that is behind their intelligence is still in need of further development.
When compared with a natural conversation, some limitations remain. In any natural statement, there can be different levels of questions and intentions, but AI technology does not yet have the capability to process and understand this. Chatbots are currently able to process five to seven intentions and understand verbal requests, then respond accordingly. But more advanced situations cannot be handled easily.
There are certain challenges in the adoption of chatbots. They need to connect to back-end systems in order to retrieve the information they need. Currently, the back end is behind the front end in terms of speed. Chatbots are also limited by the quality of data they have access to. Even when the data is available, people resources for understanding business contexts and natural language processing are also required.
A major benefit of chatbots is that conversations are recorded and can be referred to later. This helps customers like VFS Global to understand customers and make informed suggestions. In this way, chatbots can provide insights that were not possible before. This just needs to be used in the right way to deliver results, as well as being combined with analytics and data science to improve efficiency.
Gartner predicts that by 2020, 85 percent of customer interactions will be with chatbots. Technology is advancing fast and once the obstacles have been overcome, bots may offer a customer experience second to none.