- What's a chatbot software#
- What's a chatbot code#
“Tax preparer needs access to account details.”.“I need to share my information with my bookkeeper.”.“I need to share my information with my accountant.”.The system needs to be able to accurately infer intent no matter how a question is asked.
What's a chatbot code#
With a virtually unlimited number of ways to state any given question, we can’t hope to code in every possible variation. It’s getting from utterance to intent that can be more problematic. If the chatbot understands that the customer wants to know her current account balances, it’s a simple matter to look up and provide this information.
Response – This is the answer provided by the chatbot based on its understanding of the customer’s intent.Īs you might expect, getting from intent to response is relatively straightforward. Many different utterances can share the same underlying intent. Intent – This is what the customer means in generic terms. The same basic question can be expressed through any number of different utterances. Utterance – This is what the customer says-the question he’s asking, in his own words. When talking about chatbots, three key pieces of terminology come into play: By building a chatbot, our intention is to offer a response that’s as fast as a self-help search and highly personalized, which means the chatbot needs to gets things right. These options can be effective for many people much of the time, but they’re not enough to ensure a great result for every customer, and they fall significantly short of the intuitive, intelligent, and differentiated experiences we seek to deliver. However, that means picking up the phone, navigating an interactive voice response system to describe their problem, and sometimes waiting for an agent to become available. Customer care – When people want real one-on-one help, they can call one of our customer care agents. That can be a fast way to get a response, but the results can be less pertinent or personalized than expected. Self-help – The first step for many customers is to search within our FAQ, Q&A forums, and the articles our experts have written. Let’s look at two options we’ve historically provided to customers: Why do we need chatbots, anyway? What’s wrong with the channels already available? Why chatbots: Where they fit in and what makes them valuableĪs with any AI initiative-or any initiative at all-it’s important to understand the nature of the problem you’re solving before you press ahead to a solution. What's a chatbot software#
In this blog, I’ll talk about some of the work my data science team at Intuit has been doing building chatbots for our QuickBooks, TurboTax, and Mint financial software products. When a customer asks an application for information or help, it shouldn’t matter how she phrases her request or whether she uses specific keywords-asking “Is my income keeping up with my expenses?” should be just as effective as “What’s my current cash flow situation?” That’s not an easy requirement to meet, but it’s absolutely critical for delivering an experience that goes beyond rote functionality to truly delight customers. A chatbot should be more than a glorified interactive voice response system.
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