IBM using AI to create customised, emphatic chatbots

New Delhi: Chatbots may have become ubiquitous in recent times, assisting businesses in everything from bill payments to customer services, but these automated algorithms still struggle to grasp the nuances of human language and context of conversations.
In order to improve user-experience, researchers at IBM India are using artificial intelligence (AI) to make chatbots more emphatic and personalised so that they can meet a client’s specific needs and provide business value at a much higher scale.
According to an estimate, chatbots are predicted to tackle a massive 85 per cent of customer service interactions by 2020.
India is a key player in the chatbot market today where such services have been introduced by many banking and insurance companies, said Gargi B Dasgupta, Director, IBM Research-India and CTO, IBM India/South Asia.