A chatbot is a communication interface that assists organizations and individuals to converse decisively. It is an Artificial Intelligence program that chats with you. It offers a wide range of information that might be applicable. You can also term them as software applications that mimic written or spoken human speech to stimulate a conversation. Currently, there are two primary ways chatbots are offered to visitors: via standalone apps and web-based applications.
Chatbot technology is based on Natural Language Processing (NLP), which is similar to the technology that helps smart devices recognize the human voice. Before responding based on a complex series of algorithms that interprets and identifies the information provided to it, a chatbot infers what the user means and wants. Subsequently, it determines a series of appropriate responses based on this information.
The critical factor to a chatbot's importance is its ability to converse like a human, often making it impossible for the user to determine whether it's a human or an agent. Despite chatbot technology being distinct from NL, the former can only really advance as quickly as the latter. Without continued developments in NLP, chatbots are limited to the algorithms' current ability to detect the subtle difference in written and spoken dialogue.
Then how are the businesses using chatbots to enhance their services and upscale their customer experience? WordStream showed us the following ways:
Alibaba Cloud Intelligent Robot is an NLP-based dialog platform that facilitates smart dialog through various dialog-enabling clients, such as mobile apps, websites, and robots. One can use domain-specific knowledge bases, configure knowledge base for customized smart dialogs. Additionally, it allows the use of Intelligent Robot to make self-service possible through multi-round dialog. Users can also integrate it with third-party APIs to enable complex scenarios such as shipping tracking, order search, and self-service returns. Learn more in Introduction to Alibaba Cloud Intelligent Service Robot.
One of the most exciting business technologies driving transformation is Artificial Intelligence (AI). The technology that has a long history is now becoming mainstream and shaping the way digitally driven organizations run. The growth of AI-based solutions means that the ability to automate more systems that interact with humans is growing. AI is seemingly being integrated into almost every piece of technology and companies that are not exploring how to leverage AI are in danger of being left behind.
Cloud-based AI chatbots now provide a more seamless experience to users without them realizing they are communicating with a bot. Looking at the customer service industry, up to 80% of routine customer queries are now handled by chatbots.
Alibaba's Intelligent Robot is an NLP-based dialog platform that enables smart dialog through a range of dialog-enabling clients. Supporting the automatic initialization of multiple knowledge bases, the Intelligent Robot uses APIs and SDKs to build a smart customer service platform. Tailored for multiple domains, it can provide template-based initialization of multiple knowledge bases. In other words, it's a smart chatbot that is able to learn from data in the cloud, adapt, automate and even suggest decisions based on queries.
Alibaba Cloud's Artificial Intelligence is achieving widespread recognition. For example, image recognition has become a key test of AI's processing power in recent years, creating Internet memes when struggling to distinguish between a blueberry muffin and a Chihuahua or a curled-up puppy and a bagel. However, AI is making rapid progress in this area.
Alibaba's machine learning technology also succeeded in another well-known test: Microsoft's Machine Reading Comprehension dataset. Alibaba's AI beat humans in a reading comprehension test. DAMO Academy developed the deep cascade learning model that was a key factor in beating the challenge. The Natural Language Processing technology has already been applied to Alibaba Cloud's products, including powering our customer service chatbot, Alime. This bot handled approximately 98% of requests made on Alibaba's platforms including Taobao and Tmall during the 2018 Double 11 Global Shopping Festival.
Watch out for AI being integrated into further products and services, such as NLP working together with speech AI and machine translation to help people communicate in different languages in real-time. The challenge for users is to think about the potential applications of this incredible technology and how we can benefit from it.
When Costa and Alibaba Cloud first began their partnership, Alibaba Cloud worked with Costa to build an AI platform for Costa's call center. The AI solution which included Natural Language Processing, Question Answer Mapping, and Machine Learning, dramatically improved business efficiency as well as the customer journey.
Machine Learning Platform for AI provides end-to-end machine learning services, including data processing, feature engineering, model training, model prediction, and model evaluation. Machine Learning Platform for AI also provides text processing components for NLP, including word splitting, deprecated word filtering, LDA, TF-IDF, and text summarization.text summarization.
Based on natural language processing (NLP), Intelligent Robot is a dialogue platform that enables smart dialogue through various dialogue-enabling clients, such as websites, mobile apps, and robots.
Intelligent Robot comes with preset knowledge base packages that are tailored for multiple domains, and provides the template-based initialization of multiple knowledge bases. Chatbot could automatically collect all conversions that chatbot could not provide appropriate answers, then learn these new conversions into knowledge base with administrator's confirm.
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