Blog Posts Decision / Rules Management

Chatbots: From Understanding Text to Understanding Customers

Blog: Decision Management Community

Pega’s Andy Lewis published a paper about chatbots and NLP (Natural Language Processing): “If your chatbot cannot pass the empathy test with your customers it should be retired“. “Context demands we bring into the mix customer memory, insight, predictions, rules, and a learning capability. Real-time Next Best Action technologies are designed to process customer data and context to recommend the next action that will produce the best business value within that interaction” – link

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