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#News(General) [ via IoTForIndiaGroup ]
It navigates interruptions and other tricky features of human conversation to field millions of requests a day.
On December 2 at the 2018 Neural Information Processing Systems conference, one of the largest annual gatherings for AI research, Alibaba demoed the AI customer service agent for its logistics company Cainiao. Jin Rong, the dean of Alibaba’s Machine Intelligence and Technology Lab, said the agent is already servicing millions of customer requests a day.
The pre-recorded demo call involved the agent asking a customer where he wanted his package delivered. In the back-and-forth exchange, the agent successfully navigated several conversational elements that demonstrated the breadth of its natural-language capabilities.
Within 30 seconds, the agent has smoothly handled three common, and tricky, conversational ingredients: interruption, nonlinear conversation, and implicit intent.These elements may be boringly commonplace in human conversations, but machines often struggle to handle them. That Alibaba’s voice assistant can do so suggests it’s more sophisticated than Google Duplex, judging from similar sample calls demoed by Google. It’s worth noting, however, that Alibaba’s demo call is designed for onstage presentation; the experience could differ in reality.
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