The AI elephant in the call center – Becoming Human: Artificial Intelligence Magazine

I'm an AI researcher (based outside Oxford UK) at eXvisory.ai. It's an AI web chat application that guides consumers through finding and fixing problems with their mobile phones or tablets. Instead of chatting with a scripted human support engineer consumers chat with a scripted AI. Machine learning AI is amazing for matching single questions to single answers (given lots of high quality Q&A training data) but not so hot with conversational or back-and-forth Q&A. It's not an algorithmic problem -- it's just much harder to obtain high quality conversational Q&A training data.