If you are looking for an answer to the question What is Artificial Intelligence? and you only have a minute, then here's the definition the Association for the Advancement of Artificial Intelligence offers on its home page: "the scientific understanding of the mechanisms underlying thought and intelligent behavior and their embodiment in machines."
However, if you are fortunate enough to have more than a minute, then please get ready to embark upon an exciting journey exploring AI (but beware, it could last a lifetime) …
Zendesk, customer service and engagement solutions provider, recently introduced the expansion of its Answer Bot product. Answer Bot is a machine learning tool that helps customers find answers for themselves. It pulls data from the Zendesk Guide knowledge base and suggests articles to help customers solve problems on their own. Answer Bot has been around for a few years. However, Zendesk is expanding the service through integration capabilities through API, SDK, Web Widget, and forms (both email and web).
In the fall of 2016 – before startups started adding artificial intelligence to every pitch, and before Bitcoin triggered a speculative frenzy and inspired a host of cryptocurrency entrepreneurs – chatbots were supposed to be the next big thing. Facebook had just announced Messenger, its chat platform that was supposed to transform how we worked and shopped. Need to make a dinner reservation? There'd be a chatbot for that, too. Google's M challenger came and quietly went.
Your users have questions and you have answers, but you need a better way for your users to ask their questions and get the right answers. They often call your help desk, or post to your support forum, but over time this adds stress and cost to your organization. Could a chat bot add value for your customers? Interestingly, a recent poll shows that 44% of people would rather talk to a chat bot than to a human!
At Zendesk we are developing a series of machine learning products, the most recent of which is Answer Bot. It uses machine learning to interpret user questions and responds with relevant knowledge base articles. When a customer has a question, complaint or enquiry, they may submit their request online. Once their request is received, Answer Bot will analyse the request and suggest relevant articles which may best assist with the customer's request via email. Answer Bot uses a class of state-of-the-art machine learning algorithms known as deep learning to identify relevant articles.
About 10 years ago, all business communications were done through email. Then, with the emergence of social channels such as Facebook and Twitter, it became progressively essential for customer experience strategy to involve support teams to monitor these channels. In the last two years, businesses have seen an increasing preference for live chat messaging like Whatsapp and Facebook Messenger. It can be asserted from this timeline that the first and foremost necessity when assessing customer experience is to identify the channel the customer prefers to interact on. Nowadays customers interact on a multichannel level; to provide a seamless customer service across all channels, businesses should be prepared to maintain the context when interacting with a particular customer across various channels.
Some of the best artificial intelligent chatbots are created from a demand for better service, more efficient management, or just curiosity. These chatting bots are applicable to various industries and are accessible to an abundant amount of users, which opens doors to an endless amount of opportunities. In the recent years, the growth in popularity of chatbots has been the result of the amount of research poured into its underlying technology. These AI-powered bots are now being integrated in various industries such as payments, banking, customer service, and even pure personal amusement. The birth of chatbots developed from the curiosity of whether a robot can really fool any human into believing that it is human as well.
Customers should be able to choose the path of least resistance, the one that gets them from point A to B the fastest. This means being able to solve a problem quickly and ideally all on their own. Forrester found that 76 percent of customers prefer to find their own answers as opposed to speaking with a support agent. Today, we're releasing a new way for customers to find the answers they seek even faster – introducing Answer Bot. Answer Bot is built into Zendesk Guide and uses machine learning to respond to customer questions with content from your knowledge base.