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Navveen Balani Making systems intelligent, efficient & responsible

AI Chatbots- Episode 9: Will AI Chatbot Replace Humans

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Will chatbots make human agents obsolete?

Current chatbot implementation do well for handling fixed set of dialogs with the user, repetitive tasks and certain initial aspects of customer service tasks. Wherever there is a fixed set of processes and flows to automate, chatbot can be used to provide 24 * 7 support for any queries. If human expertise is used for answering basic set of questions where answers are readily available, it would be eventually be replaced.

But in real-life scenarios, most of the conversation usually doesn’t follow a fixed flow paradigm. But if the conversation moves from basic questions to questions which need further analysis, or the topic of conversation gets changed, you need a sophisticated chatbot implementation to take care of various conversation flows, identify the context switch, identify intents which your chatbot may not be aware of and create queries to find that information from your knowledge source

#ai #chatbots