manufacturingtechnologyinsights

AI-Driven Chatbots: Recognizing and Translating Language

By Manufacturing Technology Insights | Wednesday, March 06, 2019

AI has today entered the integral part of human life. Every sector leverages AI-driven advanced solutions to enhance efficiency and ensure better customer engagement and experience. From defense to transport, every sector has witnessed exponential growth using AI. As per Statista, the global investments on AI will be $7.35 billion by 2025.

Due to this excellent growth of AI, businesses often believe, it will make the human workers inert and jobless. PeW states that almost 70 percent of the U.S. population is skeptic about the inclusion of AI in the workplace. However, it has to be reminded that being a tool, AI can make human workers more efficient but can never make them jobless. The same thing takes place in the case of contact centers.

Every company wants to stay continuously connected to its customers, and chatbots help largely to acquire this goal providing active service and answering every call accurately. AI-driven chatbots are fed massive data sets of past conversation to provide the customers with personalized service.

AI-powered chatbots play a pivotal role in call centers to meet the demand for better, simple, cost-effective, and personalized service. Interestingly, customers often cannot discriminate whether they are speaking with a human representative or not.

The most important thing about chatbot is that they never keep a customer waiting for the next agent. Advanced AI-based devices can recognize diversified moods of customers to facilitate the whole process of personalization, and can generate an automated alert on birthdays of customers.

To keep abreast of time and the shifting demands of customers, contact centers have to leverage AI-driven technologies for better customer experience at a lower expenditure. For instance, AI-powered virtual assistants can be used to provide new employees with proper training, and these devices can understand every different language to solve the problem of the customer. Lex chatbot from Amazon can accurately recognize speech and can talk within the context. AI-driven virtual assistants are extremely helpful to international call centers as they have to deal with a considerable number of customers from different regions speaking different languages. AI-driven virtual assistants are the future of the contact centers as businesses have to deal with their increasing number of customers.

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