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Chatting with the chatbots? - How intelligence makes the conversation by Léon Smiers

Juergen Kress
PaaS Partner Adoption


Chatbots are a new channel opening up for customers (and potentially employees) to interact with companies and/or government organizations. Since only ‘text’ is available for interacting with the user, the quality of the conversation is key. As discussed in the last blog titled: How can Chatbots meet expectations? Introducing the Bot Maturity Model , Artificial Intelligence & Language Processing capabilities are crucial in the conversation with the customer. 

In this blog, we will discuss the Intelligence area and what can be expected from intelligence when related to maturity levels.

What does intelligence mean in context to Chatbots?

To put it simply, a Chatbot is expected to behave as closely to a human interaction as possible. This behavior relates to quite a few communication skills,  E.g: we want the Chatbot to:

  • Recognize the intent of a sentence, ‘My bike is stolen’ relates to the intent ‘Bicycle stolen’;
  • Identify and allow for typographical errors ‘Byke’ is ‘Bike’ and even cope with language variants (the difference between US and UK English for example);
  • Detect the mood of the customer and provide related answers. “I DO NOT AGREE” is different than “I do not agree ;-)"; - Understand the line in the context of a conversation E.g. following the answer to a previous question such as “how do I do that?” Read the complete article here.

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