Chat Bots Now Count on AI to Get to Know You Bet­ter

The Economic Times - - Disruption: Startups & Tech -

and you can make the choice. Well, seems like magic. Ac­tu­ally not.

All these plat­forms lever­age ar­ti­fi­cial in­tel­li­gence, wherein the ma­chine that works in the back­ground keeps be­com­ing more ‘in­tel­li­gent’ as it keeps get­ting more data. When the query comes in, the ma­chine us­ing nat­u­ral lan­guage pro­cess­ing — a method that en­ables ma­chines to un­der­stand hu­man lan­guage in­puts — un­der­stands two key at­tributes of any ques­tion, the in­tent and the en­tity.

“For ex­am­ple, book a cab. The in­tent is he’s try­ing to book some­thing and the en­tity is a cab. Our ma­chine un­der­stands, then finds if the cabs are avail­able and comes back with sug­ges­tions. Then you con­firm it,” said Sachin Jaiswal, CEO,

The plat­forms have area-spe­cific bots, which are soft­ware ap­pli­ca­tions that run tasks across ar­eas like travel, shop­ping, recharge and food, among oth­ers. If your query is on recharge, say, you want a 3G pack that is be­low .₹ 100, the recharge bot will take over. “You start a chat, it goes to our AI en­gine, which looks at all en­ti­ties. If you ask some­thing mean­ing­ful, like say coupons, mo­bile, etc., it ex­tracts these en­ti­ties,” said Ankur Singla, CEO of Helpchat. At each level of the con­versa- tion, the in­tent is tracked, so that the user does not change his/her mind and not trans­act.

Since the ma­chine is still in its in­fancy, it can­not process all re­quests. Hu­mans are used to train the bots or to take over the chat when the bot can­not process the request ef­fec­tively. “We use com­ments sec­tions of ecom­merce sites or Quora — Quora is great for cap­tur­ing in­tent. We get a lot of ques­tions from Quora. The team, then trains the bot say­ing this is a re­sponse for this ques­tion,” said Pratyush Prasanna, CEO of Mag­icX.

As one keeps us­ing these plat­forms, in­for­ma­tion gets col­lected on one’s pref­er­ences, and the re­sponses get per­son­alised. “When you say, can you book a flight to Delhi, I’d know by then that you like it with­out stops, you do not care for money and do not like fly­ing in the morn­ing and so on, or the op­po­site,” said Singla.

The cat­e­gories that have most traf­fic are usu­ally the ones that need a lot of re­search be­fore tak­ing a de­ci­sion. “Travel and shop­ping are the most pop­u­lar, be­cause of the con­sid­er­able amount of re­search. Peo­ple want to know best ho­tel, best pack­age, this flight, etc. Same with shop­ping,” said Aakrit Vaish, CEO of Hap­tik.

Newspapers in English

Newspapers from India

© PressReader. All rights reserved.