We ran a story in VentureBeat on the reality of automating customer service chat today with artificial intelligence. It reflects our key learnings throughout working with various customers and attending a multitude of events. There are several takeaways but our key points are:
- Good Virtual Customer Assistants need customers’ chat log history.
- There is no one-size-fits-all algorithm for understanding user intent.
- Moving beyond current machine learning approaches.
- Humans are still needed in customer service.
For more details, check out the article here.