Dialogue Systems, Chatbots, and Conversational Agents

Introduction

Conversation is the most natural form of interaction between humans, so it is not surprising that it has also been becoming very prominent in human–machine interactions.

This has been driven by recent advances in artificial intelligence, which have enabled us to improve the reliability of intelligent systems.

Example of an interaction between a customer requesting help and an automated agent asking a clarification question

 

However, dialogue systems can be deployed even if they are not able to fully process all incoming requests. The system can try to answer the request and ask clarifying questions to solicit additional information from the customer. The customer can then seamlessly be transferred over to a human agent. This sort of setup can enable substantial cost savings and also increased customer satisfaction due to reduced waiting times.

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