Opportunities & Challenges

Technological advancements along with the rising adoption of advanced electronic devices are becoming key enablers in realizing solutions for improving customer experience. Dimension Data reports, 84% of companies who focus on improving customer experience are reporting an increase in annual revenue.

In human conversations, when you interact both the parties retain the context of the entire conversation like what you were discussing from an abstract level as well.

The existing voice assistants still have mundane responses, you need to understand the technology like framing questions in a certain predetermined format, usage of predetermined or programmed keywords, etc. A simple combination of tasks like “Turn on the AC and lock the car” is still a challenge for the bots to comprehend and execute. 

Besides, present-day bots are unable to derive context or retain context from previous conversations with the same user.

Successful conversations that engage customers for longer durations require a good understanding of intent and sentiments; this can be challenging without the use of deep learning technologies and neural networks.