The past year has proven that chatbots are now a crucial component in any successful customer-facing organization, and they are poised to make an even larger impact in 2018. Chatbots are now delivering a more genuine, custom-tailored experience that mirrors the same personal and pleasant expertise often found in a traditional brick-and-mortar retail setting. For brands, this shift represents a lucrative opportunity to not only strengthen existing customer relationships but also open doors to new sales and increased revenue.
However, not all chatbots and virtual assistants are created equally. One of the biggest challenges related to chatbot implementation is how to best utilize the vast amounts of data companies have at their disposal. In order to create an accurate picture of customers and their needs, brands need to facilitate more meaningful conversations. Paul Tepper explores the unique challenges chatbots present, shares available solutions, and outlines a number of critical factors in building successful chatbots and virtual assistants.
Paul Tepper is the worldwide head of Nuance’s cognitive innovation group (CIG), focused on applying the latest advancements in machine learning and artificial intelligence to automate and improve the customer experience across channels. Paul is responsible for setting Nuance’s AI strategy and leading product development efforts in collaboration with Nuance’s definitional customers and Nuance’s AI Lab. Currently, he is focused on machine learning advancements in analytics, prediction, knowledge, and human-assisted learning. Paul has over a decade of experience in software development and AI research. He holds a PhD in computer science and communication studies from Northwestern University, an MSc in AI and NLP from the University of Edinburgh, and a BA in computer science, linguistics, and cognitive science from Rutgers University.
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