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Chatbots and virtual assistants that don’t provide the right answers to customer queries can result in a frustrating digital experiences for customers – particularly those chatbots programmed without deep learning capabilities.Deep learning is essential for automated chatbots to understand natural language questions and to provide the right answers, which is something that AI-powered search firm Lucidworks has taken on board. The company recently launched Smart Answers for chatbots and virtual assistants – a solution the company says will help to avoid frustrating digital support experiences and long customer support wait times.
According to Lucidworks, companies rely on digital portals to provide information to users, whether digital commerce customers looking for product information before purchase, employees hunting for an HR document, or someone looking for an airline’s updated cancellation policies. Information is often scattered across disparate silos and is impossible for a user to locate using natural language questions.
Smart Answers on Lucidworks Fusion aims to help employees and customers resolve issues via chatbots or virtual assistants without the need for additional support or ‘irrelevant’ search results.
Lucidworks CEO Will Hayes explains that customers expect more conversational interactions with a chatbot or virtual assistant that understands natural language questions, and …
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