For most, conversations with chatbots for customer service, resolving queries is not pleasant. First, chatbots are not humanlike, second, chatbots do not have conversational memory to hold more natural conversation. Citing this, comedian Bill Burr refuses to call automated customer service lines for queries. He fears, years later, on his death bed, all he would have in his mind is time wasted with chatbots.
So much so, the frustration of completing the most straightforward task using an automated customer service makes anyone question the purpose of life.
To address this, the startup Posh has entered the fray. The endeavor of the company is to make conversations with chatbots more natural and less maddening. The company is vying to accomplish this using an artificial-intelligence powered system. This system uses conversational memory that eases out for users to complete tasks.
Retaining Conversation Memory Feature of New Chatbots
“Previously, bots subsumed what the user said at face value, and would not connect with what the user said in the conversation,” said Posh co-founder and CEO. In places such as banks with tellers, or for customer service, what the user says in the past is very important. For such needs, Posh focused on to develop bots more humanlike. They did this by giving them the ability to remember historical information in a conversation.
For this, currently, Posh’s chatbots are used over more than dozen credit unions across text-based and voice channels. With the help of a well-defined help customer base, the company has allowed to train its system only on the most relevant data, and to improve performance.
As for the future, in a course of time, the founders plan to partner with other companies in a bid to gather industry-specific data. This would also to expand the use of Posh’s system without compromising on performance.