AI is used in chat channels to assist with tasks such as customer service, order fulfillment, and product research. For example, customer service can use AI to answer customer questions, identify customer needs, and make recommendations. AI can also be used to monitor chat channels for problem keywords and phrases and automatically respond with appropriate solutions. Conversational AI is the process of using machine learning and deep neural networks to enable users to communicate with computer systems in natural language. The system extracts user intent from text or voice input and transforms the text into structured data.