Most chatbots which use static decision trees or only NLP are designed around wrong assumptions. In our experience customers don’t approach customer service with a clear intent in mind. They contact you because they have questions or problems. Chatbots need to be able to understand these.
But they can’t because they are missing a skill that is the base of our human language: Asking relevant questions. Asking to make them understand the context of the conversation. And asking to make sure that they talk about the same thing as the customer
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