Chat Bots - Customer Support Channel For Digital Age Community

With the advent of faster communication platforms across devices, today's customer is willing to connect with service providers through new channels (social media, self-help, online assistance, live chat etc.) and seek a more seamless and simpler customer experience. Customer also demands a faster grievance capture. Here we look at the latest inventions in the area of machine learning and natural language processing and the benefits a communication service provider can derive from these while attaining efficient handling of customer's requests. With the advent of IVR (Interactive Voice Response) some of the activities were moved to machine interaction thereby reducing call volumes to the CSRs. To keep the key presses minimal, only few services are provided on IVRs.