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How Conversational AI Works and What It Does

Scott Clark I CMSWire

Conversational AI, which uses Natural Language Processing (NLP), Automatic Speech Recognition (ASR), Advanced Dialog management, and Machine Learning (ML), are likely to pass the Turing Test and provide a more realistic experience than traditional chatbots. Most of us have had interactions on websites with chatbots that were less than satisfactory, leaving us to resolve our issues some other way. Today’s AI-based chatbots are able to have full-blown conversations that leave people feeling like they just finished a conversation with a living person.

According to a report from MIT Technology Review, nearly 90% of those polled reported that they have recorded measurable improvements in the resolution speed for complaints, and over 80% reported enhanced call volume processing using AI. 80% also reported measurable improvements in service delivery, customer satisfaction, and contact centre performance. A report from RobertHalf on the Future of Work revealed that 39% of IT leaders are currently using AI or machine learning, and 33% indicated that they plan to use AI within the next three years.

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