Obstacles Of Evolutions Of Conversational AI
2020 saw a boom in interest in conversational AI and corporate investment into machine learning platforms. This was in large part due the COVID-19 pandemic that forced nearly all industries to find better ways to do less. Banks, retailers, and airlines saw the need to automate customer service and realized the limitations of human customer-support staff. The pandemic has changed consumer expectations, increasing the demand to provide digital-first customer experiences. Machine learning and artificial intelligence have made it possible for computers to perform more cognitive tasks. Companies can now rely upon machines for crucial functions that were once impossible to automate. The rise of conversational AI platforms, such as chatbots or virtual cognitive agents, has allowed organizations from many industries to improve their customer support and HR activities. Where are we now? A Salesforce survey that was conducted before the pandemic showed that 62% were open for businesses to incorp...