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Chatbots: The Next Revolution


If you visited a Microsoft corporate web page recently, you probably didn't even realize that the customer service representative in the chat window was really a programmable chatbot. A "chatbot" is kind of like a robot, but the only thing that this bot can do is to have a conversation with you. How intelligent the chatbot is depends on the team that programmed it. The possibilities are endless and chatbots can be created for the simplest tasks to the most complex.

The technology behind chatbots is "Natural Language" processing which allows programmers to link natural language phrases to invoke code. Microsoft isn't the only company providing natural language capabilities. The number one device sold to consumers with the launch of Amazon's Prime was the 'Echo', a natural language processing device leveraging Amazon's 'Alexa' technology. The latest Apple, Android, and Microsoft cell phones already include built in natural language processing software (Cortana, Siri, and Google Assistant).

Designing natural language functionality requires knowledge of how people speak. Important factors to consider are: language, socioeconomic background, educational background, and a person's geographic history. A person that lives in Seattle may actually be from the southern US and use phrases as part of their speech which is not common in the pacific northwest. Considering these factors when interpreting the phrase is critical. For example, the phrase "bless his heart" could be interpreted literally by instructing the user to perform a religious ceremony or could be interpreted according to its southern connotation that "he is not really that intelligent".

Over the coming year, we expect enterprise customers to rethink their customer facing processes evaluating how natural language can have an impact. The greatest impact may be in sales and customer service because of the drastic reduction in labor costs. An application that we designed this past week is estimated to save an industry up to $93million annually. We see this technology being applied across industries in a variety of commercial applications and in the coming months we will be releasing these vertical solutions. When combined with other technologies such as computer vision, language translation, and text analytics, we are able to create some highly sophisticated applications that support multiple languages that were simply a developer's pipe dream a few years ago.

Jenna Bourgeois, CEO of Dynamics Intelligence, has over 20 years of experience in the information technology field. If you would like to learn more about how natural language capabilities, contact Dynamics Intelligence at sales@dynamicsintelligence.us.

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