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Nuance's AI uses real interactions to make chat bots smarter
Many high profile brands and companies have a customer service chat bot function on their website. Indeed, some research suggests that by 2020 conversational AI will be the main go-to for customer support in large organizations. But as the current technology stands, it's only as effective as the manual programming that's gone into its creation, and relies on the customer asking the right questions or including the right keywords to send the bot down the right branch of script. Today, though, Nuance Communication has announced a new technology that aims to make the conversational intelligence of chat bots a whole lot smarter.
