Programming - Conversational agent

Conversational agents (CAs) are communication technologies that utilize natural language and computational linguistic techniques to engage users in human-like, Web-based dialogs.

They can support a broad range of applications in business enterprises, education, government, healthcare, and entertainment.

Conversational agents are playing an increasingly important and prominent role in enterprise software, particularly around customer service and support. Two key areas are improving customer satisfaction and experience, and reducing costs. Conversational agents offer a solution to the cost versus effectiveness tradeoff.

Improving customer service and support is essential to many companies because the cost of failure is high: loss of customers and loss of revenue. Yet today, while customer expectations are higher than ever, the costs of delivering service are high and the quality is low.

Two-way communication is critical for acquiring, servicing and retaining customers. Not only must companies educate their customers about their products and services, but also they must gain a clear understanding of their customers needs in order to satisfy and retain them. Deployed properly, a conversational agent can help to provide companies these capabilities.

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