Our guest post on VentureBeat

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:

  1. Good Virtual Customer Assistants need customers’ chat log history.
  2. There is no one-size-fits-all algorithm for understanding user intent.
  3. Moving beyond current machine learning approaches.
  4. Humans are still needed in customer service.

For more details, check out the article here.

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