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Businesses are delving into the world of artificial intelligence with virtual assistants that can help customers do everything from matching an outfit to calling an Uber – without waiting for the next available representative.These days, when consumers use an app to ask an H&M stylist for advice or a Chase Bank teller to check their balance, chances are the “people” on the other end are chatbots.Although there is increasing hype about the chatbots, Beccue said the technology has improved greatly over the last year.Chatbots are highly visible examples of artificial intelligence (AI) in use by businesses today.
Advances in natural-language processing and machine-learning programs — plus the availability of an increasing amount of data to train them — are making chatbots more effective at these kinds of jobs.Challenges for Chatbots Consumer tools like Apple’s Siri now claiming to achieve an accuracy rate of about 95 percent. “People understand natural language because they understand the world and the environment in which words are spoken,” said Reitter.“Language simply doesn’t provide enough detail and precision to be understandable or learnable without knowing so much more.” One of the most important ways chatbots improve is through the experience they gain in every interaction through machine learning. “Companies structure these systems to observe how the user responds to the answer they’re providing and use that data to improve the answer the next time.” Of course, there’s also a potential downside: Twitter users, for example, recently “trained” Tay, Microsoft’s experimental Twitter chatbot, to spout Nazi propaganda.“Where the chatbots and assistants will grab hold is where they can focus on a narrow domain,” Beccue said.
“That bodes well for enterprise applications like customer care, where you handle a lot of common end-user questions.” Listen and Learn To improve chatbot effectiveness, Beccue said some companies are looking at how to intermingle virtual and live agents.Also used to keeped someone on MSN busy (if you don't like talking to them).