INSUBCONTINENT EXCLUSIVE:
Amazon has revealed that it is currently trialing two AI-based systems to handle shopper inquiries in an effort to improve the customer
service of its ecommerce platform.While one of the systems is able to field requests from customers automatically without human
intervention, the other is designed to help human service agents respond to inquiries faster and more easily.Applied science manager at
Amazon's customer service technical management organization, Jared Kramer explained in a blog post how the ecommerce giant's automated
automated agents that can handle simple requests
Typically, these agents are governed by rules, rather like flow charts that specify responses to particular customer inputs
These agents can handle a broader range of interactions with better results, allowing our customer service representatives to focus on tasks
automated agent's vocabulary
This involves the AI model choosing from hand-authored response templates but the company plans to begin testing out a generative model
where responses are crafted on the fly.The templates are made up of general forms of sentences with variables for things such as product
names, dates, delivery times and prices
However, the model is also able to incorporate new templates with out too much additional work because it has been pretrained on a data set
of interactions between customers and representatives.Amazon's researchers trained separate versions of both AI-based systems for return
refund status requests and order cancellations
The order cancellation model receives some information about a customer's account profile as well as dialogue context
The response ranker also uses an attention mechanism to determine which words were particularly useful for ranking a response.Amazon isn't
the only company using AI to better deal with customers and the customer experience management firm Servion has predicted that AI will be
used to power 95 percent of all customer interactions by 2025.Via VentureBeat
