Conversational Intelligence for Bots

Chatbots are no longer a novelty. They have been around for quite some time and have become an integral part of our lives. Brands have started experimenting and implementing services through chatbots.  On the other hand, the consumers have started interacting with chatbots more than apps. As the ecosystem evolves, brands would need to develop chatbots with clever capabilities that guarantee customer retention. Chatbots would need to be more ‘human like’ and not just throw dull and monotonous replies to the user. This is where AI (Artificial Intelligence) and NLP (Natural Language Processing) come into the picture.

At times, chatbots fail to hit the right response or confess to ‘not understand’ user queries. Entity and intent extraction becomes vital during such times. Let’s suppose a brand builds a chatbot to tackle common FAQ’s by its users, in this scenario, bots with deep learning algorithms driving semantic search modules which is context sensitive, will be able to retrieve accurate responses in every instance.

The advantages of having an AI powered bot are:

1.  The bot no longer remains dependent on a dictionary.
2. The bot is also not dependent on a fixed set of grammatical representation of queries.
3. Can infer multiple intents and entities and build a hierarchy based on semantic relations with the underlying FAQ database and the query itself.

Intent extraction empowers the capability for chatbots to become smart enough to understand what the user is asking instead of expecting the exact keyword. A user might want to extract more information from the bot and would expect the bot to maintain a context. For example:

User: What is the weather like in San Francisco?

Bot: It’s a sunny day! The weather in San Francisco is 58° Fahrenheit

User: Do you think it’s going to be sunny tomorrow as well?

Bot: According to my data, it should be sunny tomorrow!

AI and NLP make bots way more interesting and eventful. Chatbots were developed to simplify process and to fascinate users with their intelligence. It seems we are finally getting there! Deep Learning algorithms will optimize the bots potential and ensure intelligent conversations. There will come a point where users will not be able to differentiate between organic conversations and ones with chatbots cleverly designed to understand and anticipate the next best response!