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Can chatbot technology provide meaningful decision support?

by Daniel J. Power
Editor, DSSResources.COM

Imitating human conversation using software is possible. Robotic chat, chatbots, talkbots, interactive agents, or artificial conversational entities are computer programs that converse using text or spoken prompts and replies. Conversation is most often specialized, highly structured. and narrow purpose. A number of companies advertise chatbot software for customer service or customer support. For example, aws.amazon.com/lex, liveperson.com, lp.helpshift.com, comm100.com

"ready-to-go bot templates for industry-specific use cases which include pre-configured intents and dialogue flows along with necessary integrations into back office systems. With advanced natural language processing capabilities, you can rest assured that consumer inquiries will trigger the right bot responses for a seamless conversational experience on the most popular messaging channels.(liveperson.com)"

"deliver round-the-clock service and support without increasing your operational costs. With Comm100’s AI-Powered Chatbot, customers can get quick answers to simple queries, delivered in natural language and with the option to defer to an agent whenever needed. Chatbot delivers rich, intelligent chatting experiences, allowing you to take advantage of the latest in cutting-edge automation technology.(comm100.com)"

"Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides the advanced deep learning functionalities of automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions. With Amazon Lex, the same deep learning technologies that power Amazon Alexa are now available to any developer, enabling you to quickly and easily build sophisticated, natural language, conversational bots (“chatbots”). (aws.amazon.com/lex)"

Resources

sproutsocial, "The Complete Guide to Chatbots in 2018," sproutsocial blog, at URL https://sproutsocial.com/insights/topics/chatbots/

Last update: 2018-10-08 08:33
Author: Daniel Power

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