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How Conversational AI Will Change Customer Service

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By 2020, approximately 20.4 billion devices are estimated to be connected to the internet. These IoT devices are getting smarter, connecting to intelligent applications, such as Amazon’s Alexa or Apple’s Siri, and helping consumers make transactions and complete tasks. However, they are also sparking conversational AI, and it stands to change customer service. Explore conversational AI, its benefits and challenges, and how it will help change customer service:

What Is Conversational AI?

Conversational AI consists of an advanced technology that uses natural language processing (NLP) so that computers can comprehend human language. Conversational AI includes a variety of technologies, such as chatbots, advanced notifications and personal assistants.

Technical Challenges

Conversational AI is not without its challenges. Some of the technical challenges conversational AI faces include enhanced user interfaces. For example, product browsing lacks support due to the single-column layout of many chat messaging canvases. Also, there is a lack of organizing the various bots in a directory. Moreover, bots still require time to learn patterns of human behavior and speech, such as the correct use of pronouns, to provide a user experience that is natural and effortless.

Key Benefits

Organizations can use conversational AI in several ways, including via chatbots, and there are myriad of benefits …

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