From the course: Customer Service Using AI and Machine Learning (2020)
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Chatbots: Automating service interactions with virtual representatives
From the course: Customer Service Using AI and Machine Learning (2020)
Chatbots: Automating service interactions with virtual representatives
- Let's explore another commercially available product, chatbots. Remember when I said that many of the emerging applications in customer service were actually machine learning, not AI, because they provide input to humans rather than taking action themselves? Chatbots are a notable exception because they actually carry on a conversation in place of a human, for a while at least. We'll also hear them referred to as virtual representatives or less formally V reps. Programming computers to be able to carry on a conversation has been a kind of gold standard for AI. In fact, computer pioneer and code breaker, Alan Turing, proposed this as the test for true AI, if a computer can fool a human by making them think they're talking with another human, it's said to pass the Turing test. Chatbots aren't doing that yet, but they have been effective as a self-service channel for many service organizations. Chatbots have actually been…
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