Artificial Intelligence is a widely used term now a days to attract people and get their attention towards one particular service or product that the company aims to sell. It is majorly used as a marketing strategy where actually previously recorded responses are passed as AI technology fooling off the customers are there is no intelligence or learning involved in it.
There is adaption of chatbots by many companies as one of the areas majorly seen in many websites and applications. These chatbots consists of recorded responses hence the conversations are in a pattern. If the user asks queries in a certain manner, it will give responses to that. But if ask any question in manner which is out of line for the chatbot, there will be repetition of certain responses which will be frustrating enough for the customer, until some human agent takes over to the queries and responds on them.
The co-founder and CEO of the company named 7.ai, Mr. PV Kannan, got hold of this problem in the early times and founded his company in the year 2000 to make customer service better for the customers which works on mixing big data predictive analysis services and contact centre agent services. The company boasts 100 + patents that are related to natural language processing, artificial intelligence, user identification, intent prediction, and many other related technologies which will help the companies to get better customer support.
‘The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience’ is a book written by Kannan recently which aims to explore and encourage how useful the Artificial intelligence technology for creating a business impact. The best way to bring that impact is through using AI to customer support and service sector. Kannan says that many companies are adapting AI for various purposes but are failing to make its benefits to full potential and the intent it provides to provide customers with optimal solutions. The Book also talks about its focus on providing good customer experience to the customers and how to apply AI for achieving that.
The company 7.ai also focuses on customer satisfaction by giving the information to the customer regarding whatever he wish to gain through a chat conversation on the applications and websites. Kannan says that many companies attempted to build the chatbot technology using the first generation technology which brings limitations to the responses and makes the user frustrated. These chats bots where not the intelligent ones hence could not understand customer requirements and queries. A new generation of technologies have got solution for these problems with the help of AI, natural language processing and machine learning. These conversation make switch between the chatbot and any human executive which makes it difficult to gain customer satisfaction. These bots can be integrated with the AI devices available in the market like Alexa, Google Home, Apple Business Chat, Facebook Messenger, Google Business Chat or WhatsApp.
He states that there is a lack of AI experts around the globe which may cause difficulty to use and hence they are putting a lot of efforts to make it easy to use for the people who are not experts in the field or the data scientists.