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This is what our NLP teams are indeed working on. Sales prefers to describe it in more colorful ways, but practically, they are developing a more natural interf
by tetha 5y ago
This is what our NLP teams are indeed working on. Sales prefers to describe it in more colorful ways, but practically, they are developing a more natural interface to an initial decision tree - you don't press 5 for a connectivity issue, you type "My fritzbox doesn't internet anymore" into a chatbox and it recognizes that as a connectivity issue.
This goes on for 3-4 questions, until it either generates a case a human will look at, or until it can provide an FAQ entry fitting your problem. From a customers perspective, avoiding 5 - 10% support calls makes monetary sense, and from a (test-) user perspective, it's suprisingly decent if the knowledge base behind it is solid. And yes, "Fritzbox doesn't internet properly anymore" actually had helpful results.
- Teandw 5y agoIs the 5-10% savings on agents handling phone calls worth it when reputation damage is taken into consideration?
- tetha 5y agoMost of our customers use these kinds of chat bots as an addition to their portfolio of support channels a user can use. If you don't like it, use another channel you prefer.
- petra 5y agoIf creating a shallow question based decision tree is the goal, why Is NLP needed ? What's wrong with just creating it with intuitively phrased questions ? And if there's a difference in results between those 2 methods, how big it is ?