IBM Research India is currently working on a couple of projects related to conversational AI, says the director of IBM Research-India.
Chatbots are estimated to tackle a massive 85 per cent of customer service interactions by 2020, according to a PTI report.
However, these automated algorithms are still struggling to grasp the nuances of human language and context of conversations.
In order to improve user-experience, researchers at IBM India are using artificial intelligence (AI) to make chatbots more emphatic and personalised so that they can meet a client’s specific needs and provide business value at a much higher scale.
Gargi B Dasgupta, Director, IBM Research-India and CTO, IBM India/South Asia, noted that while a lot of available systems make building a chatbot easy, they do not scale up when the scope of the chatbot is increased.
She cited two main factors behind this: overt dependence on the manual effort for creating chatbots which makes them both time consuming and brittle, and lack of an end-to-end fallback plan with continuous learning and improvement.
Researchers at IBM are working towards training these applications with data by infusing AI and related technologies to help organisations get business value at a much higher scale, Dasgupta told PTI.
Conversational agents are going to be a primary way people communicate and the AI that powers it needs to be very strong, Dasgupta added.
IBM Research India is currently working on a couple of projects related to conversational AI.