Conversational AI Continuing to Mature for Customer Service

As more companies use conversational AI bots as a front line of customer service for consumers, the experience can typically be either helpful or maddening. Ganesh Gopalan, the CEO and co-founder of conversational AI vendor Gnani.ai, Early conversational AI systems were built around keywords, which when mentioned by a consumer caller, would then invoke a related response, said Gopalan. The problem was that this process often lacked context and did not adjust for regional dialects or casual wordings. For users, that could be frustrating because when the bot did not understand them, they were transferred to a live agent and had to repeat all they had already shared with the bot.