“Think chatbots, intelligent virtual assistants, and digital employees. These and other related technologies enable computers to engage in dialogue with people in natural ways using conversational artificial intelligence (CAI).
What level of CAI is right for my bank?
- Scripted bots – A scripted bot provides static responses to scripted, keyword-based questions or statements.
- Contextual bots – Contextual bots use natural language understanding (NLU) to understand what the customer is saying or asking regardless of the specific syntax she uses.
- Learning bots – All chatbots must learn which questions to expect and which responses are appropriate. But platforms that have machine learning (ML) capabilities automate much of the learning process.”