Machine Learning Driven Intelligent Chatbots
Machine Learning (ML), Artificial Intelligence (AI), personalization &
Natural Language Processing (NLP) are transforming the Customer
Experience. Various repetitive, and structured exercises are being handled
by ML driven chatbots. Current Enterprise chatbots, unlike traditional rule-
based chatbots, are built by developing machine learning algorithms,
leveraging existing AI frameworks and by programming domain-specific
functional rules.
It can handle the user requests intelligently based on data points such as
context of request, past transactions, conversation history,location, etc. It
also helps in channelizing the user requests to live agents whenever
necessary. Seamless integration with business systems such as ERP,
mobile app, etc. help in gathering necessary data, analysing data, and
taking necessary actions.
The enterprise chatbots help in reducing the routine, mundane jobs for the
operators, thus helping the operator to concentrate on more value-added
activities. This also helps in reducing the response and resolution time,
thus increasing the customer satisfaction.
