Communicate and engage customers using AI and ML to deliver a human dialogue chatbot.
When you ask a human a question they are pulling from vast reserves of knowledge when they give you an answer. An AI and NLP chatbot should respond to questions the way a human does in natural dialogue. IDOL pulls from many different sources to give a highly matched answer to natural language queries to enhance customer experience when human interaction is not necessary.
Many organizations have an existing set of frequently asked questions that human support agents are trained on. For example, if a user encounters a problem on his mobile phone, then the manufacturer has established steps the user should follow to correct the problem. Using NLP, IDOL identifies the FAQ that best answers a query.
In many cases, the information requested is simply not present in either an FAQ data set or a structured database, so an extended approach is required. IDOL passage extraction looks through the corpus of data to find segments of documents that best answer the query directly in short sentences with relevant answers.
