Chatbots: An AI tool that companies value for improving customer experience

ICICI Lombard says over 60,000 customers have utilised its two-wheeler specific chatbot

Last week, news of Facebook shutting down chatbots after they ostensibly created their own language once again set off the age-old debate around man versus machine. While proponents and detractors quibble over one reported incident, no one can deny that artificial intelligence (AI) and machine learning (ML) tools are becoming more and more integral to businesses today.

In India too, companies of all sizes are adopting chatbots — applications designed with the aid of AI and ML to perform basic tasks like personalised communication — especially in the fields of banking and finance, IT, travel, education and health care.

Girish