Chatbot

Chatbots are AI-based programs that facilitate basic conversations between humans and computers. According to independent research firm Ovum, chatbots are “best deployed where there is a clearly defined scenario that is predictable and capable of being scripted in advance, with a clearly structured or predictable flow to the conversation; for example, answering frequently asked questions (FAQs) or engaging in chat interactions to process payments.” Amelia is not a chatbot but rather Conversational AI, which has been designed to understand user requests via natural language processing (NLP); she can absorb information, learn by following process maps created from prior interactions, observe colleagues to discover the optimal course of action, and apply supervised learning to address similar scenarios without human intervention. These capabilities are significant in performing tasks beyond the most basic customer service engagements.