eGain Communications has just released Assistant 5.0, a conversational agent that can help Web site visitors search, solve problems and purchase items via typed exchanges in conversational English.
The company says the new virtual agent learns faster and more efficiently than its predecessors, automatically converting existing knowledge—typically in the form of FAQs—into the “cases” in its knowledge base with a claimed success rate of 90%, nearly double the previous rate. The company explains that a case is a set of questions such as “Do you accept credit cards?” “Which credit cards do you take?”, for which there is a unique answer, such as “We accept VISA, MasterCard and American Express.”
Previously the construction of believable characters based on artificial intelligence required hand-crafting thousands of sentences - aimed at creating a high-quality chat bot brain. A few creative people took up the challenge and authored some of the best chat bots around today. Until now, the tedious and expensive process of developing and training a high-quality believable chat bot remained a significant hurdle to widespread chat bot adoption.
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