Hyperight

Automating Customer Service Chat Via AI-Based Natural Language Understanding – Hendrik Luuk

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I will give an overview and key lessons from building up a customer service chat automation platform with built-in natural language understanding system from ground zero. I will outline the challenges involved in interpreting language, which is just a surface representation of the vastly complex conceptual model every human carries around in their brain. I will address the real world limitations imposed by the chat interface, scarcity of training data and dynamic content of the customer service.

Key Points:

  • Human-level language understanding is much more complicated than matching token patterns
  • Training data is scarce
  • Customization is the key to good user experience
  • Automation pays off when volumes are large

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