NLP and Question Answering

 IVRs and Question Answering Systems: a KMWorld Report

This time #KMWorld published a report on conversational systems. NLP-based interfaces for customer support systems or other HCI tasks will continue becoming essential for customer service operations. 

Especially systems like Eva by Openstream.ai that are plan-based multimodal systems with dialog management. The objective is generally: to deliver correct and engaging answers to customers' questions, engage in proactive interactions rather than a linear conversation, remember the dialogue and the facts asserted during the engagement, and be able to reference previous conversations in addition to the existing knowledge base. Finally, expressing a professional personality with a friendly demeanor conveyed through text helps with customer satisfaction.  

#nlp #conversationalai #questionanswering #ai #customerservice #reference #HCI #UX #IVR

https://www.kmworld.com/WhitePapers/BestPractices/12501-Special-Report--The-Rise-of-Chatbots-and-Interactive-Virtual-Assistants.htm