Chatbots

Chatbots can have great impact on Customer Service Industry. Aren't we all frustrated with the time consuming process when dealing with a CSR over phone. You say same thing multiple number of times, there is connection problem and human error. Further the level of support you get is highly dependent on the knowledge skill of CSR. And where does the CSR gets it's knowledge skills. It is typically from some sort of documentation provided to him/her in form of a knowledge base. The more familiar a CSRs are with that knowledge base, the better they can serve customers.

Chatbots aim to solve this problem by using AI and Natural Language Processing (machines trying to understand what you are saying).

Recently Microsoft announced GA of www.qnmaker.ai in Build 2018 conference. It is a great leap forward in chatbot development

Essentially what qnmaker does is it scans your existing documents and breaks them into sets of related questions and the answer to that question. Users can create such knowledge base manually too by editing it in UI but I believe the main utility of this tool is to process existing documents such as FAQs and User Manuals.

User can create multiple such knowledge bases based on their need such as Order, Inventory etc.

However this capability is further augmented by the usage of www.luis.ai (another offering from Microsoft on language understanding). Using LUIS your chatbot can easily detect the intent of your question and that can be used to pick appropriate knowledge base for qnmaker.

Please feel free to share your comments.

#chatbot #ai #microsoft