Chatbots can give Business Insights
There’s data everywhere. It’s waiting to be tapped. When it comes to healthcare, the humongous amount of patient information that gets aggregated in a hospital or a clinic presents opportunities as well as challenges. Artificial Intelligence (AI)-powered conversational solutions, such as the ones built on Kore.ai’s Bot Platform, are providing us ways of making a better sense of such data.
Kore.ai’s new release, Bots Platform 6.1, has introduced a feature, Bot Insights, that improves a chatbot’s ability to read and interpret user conversations, thereby helping tap useful information from them. Conversational solutions such as chatbots are likely to have a greater relevance in everyday life but their adaptivity will hinge on their ability to interpret natural language better. If you have a clear picture of how well a chatbot is interpreting a user’s utterances, where it is failing to get the intent right, and what roadblocks it is facing, you have a better chance of training it to understand the deeper nuances of human conversations. This, in turn, will spawn more use cases where AI-based chatbots can be applied.
Bot Insights maps the journey of a conversation that a user and chatbot have, and measures the performance of NLP (natural language processing) and ML (machine learning) engines in terms of their ability to recognize words, execute tasks and instructions and the failure rates, through graphical representation. These insights, in turn, help developers train the bots to perform and understand language better. Also Read on : ‘Intelligent Chatbots’ & Chatbots (of) the Future
Insights that make way for better applications
Such insight-driven solutions have the potential to deliver tremendous value when applied in real life. For instance, the every-minute data that a healthcare unit generates poses several challenges. This data is spread across their computers, mobile applications and on the cloud, and its massiveness makes the process of retrieving and deciphering a cumbersome one.
A healthcare bot, on the other hand, can process such massive data in real time — by understanding user utterances, communicating with back-end systems and pulling relevant information. It can also warn you about your risk factors by benchmarking a symptom against age, living conditions and your physiological state.
In addition, as time goes by, it can become your personal medical assistant and handle more tasks with greater efficiently because of its machine learning capabilities.
But only bots that can be trained better can learn better. Kore.ai’s Bot Insights feature vastly improves the scope of training a bot can receive. It brings greater precision to studying incidents where a bot failed to recognize words, faltered while following a conversation, and goofed in executing a task given by the user, so we can prepare it to adapt to newer usage of words and pretexts in a progressive manner at a much faster rate.
For instance, well-trained bots could be programmed to pick up medical lexicon and health metrics like aggregated volumes, throughput, symptoms, medical condition, organ functional rate, age, gender, BP levels, trends, events, and other changes. This helps the patient to communicate better with the bot and retrieve the information faster, with accurate understanding of the medical condition as well as help doctors analyze and compare health conditions, based on various parameters.
Unlocking a whole new value chain
Outside healthcare too, there are many industries where chatbots can sit on data and divine new insights. Finding value in unexpected places can work wonders for your business. For example, when Dunkin Donuts realized that the hole in the middle of their doughnut was actually a chock full of opportunity, their business experienced a massive boost. That’s how we have now come to relish doughnuts with holes.
Similarly, there is latent value in a conversational data that chatbots unlock and brands can act upon. A large public company exactly did that by taking advantage of their customer data to unlock an entirely new revenue stream. Through a Kore.ai-built chatbot, they realized their customers were frequently asking for gluten-free options. Now a staple offering, the company was able to seize upon the opportunity much faster than the traditional model of market research. Imagine the possibilities of mining more such insights, which are hidden deep inside, in data points such as opening hours, location requests and menu choices.
References: Google images, Kore.ai platform new release features,
Also Read on : ‘Intelligent Chatbots’ & Chatbots (of) the Future
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Thank you
Phani Marupaka
LinkedIn: https://www.linkedin.com/in/phani-marupaka-02646b33/
Twitter: @phani_teja
