Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level.
Interactive Text Response (ITR) is so much more than …
“Don’t look down on someone who uses broken English. That means they know another language.”
– a meme on my Facebook feed this week
Natural Language Processing, I always tell audiences, is a really hard problem for computers. I then joke about how this is a good …
The recent Scientific American article “How a Machine Learns Prejudice” provides an excellent wake-up call for the technology world in which the buzzwords “Big Data” and “Machine Learning” are flying about connected to grandiose promises, as if they were the passwords to finally opening up …
I had an experience recently where a reporter and I were discussing a technology which he asserted did not use AI. I stopped him for a moment and asked, “How do you define Artificial Intelligence?” This was always one of my favorite questions to ask …
In my previous blog post, I discussed some of the conclusions we have been able to draw from two months of recorded user interactions with Edward, a concierge and service chatbot deployed at the Radisson Blu Edwardian hotel chain in London. This post is a …
In Spring 2016, we completed work on a pilot Interactive Text Response (ITR) system called Edward, a chatbot for the Radisson Blu Edwardian hotel chain in London helping with front desk, concierge, maintenance, and housekeeping inquiries. Edward responds to user texts over SMS, handling over …
One of the most terrifying parts of being the parent of pre-teens in the digital era has got to be the fact that during their push to become independent and to develop their own social sphere, the first place they want to spread their wings …
Last month, the Radisson Blu Edwardian hotel chain in London launched Edward, a new chatbot in the messaging channel that provides guests at the chain with a virtual host who can handle routine questions and route requests for services to appropriate staff departments while freeing …
There are some who believe that writing an ITR application with keyword-spotting is much easier than writing one that leverages Natural Language Understanding (NLU). But even if your objective is just to pull out specific words and phrases from the user input, a keyword-spotting approach …
Our push toward the text channel has been motivated by the fact that many consumers report that they prefer a text interface to voice. But opening this channel for both live agent interaction and interactive self-help also gives us an opportunity to address the broader …
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