Today we are seeing a proliferation of chatbots. These chatbots run a whole gamut of applications, from answering website queries, mortgage related questions, choosing a pair of shoes, to queries related to IT issues. However, not all chatbots are created equal. Some use AI, and some are touted as being AI-enabled but really are scripted. That can set up organizations and their users sometimes for disappointing results or unanticipated headaches.
In a recent article published by Forbes, Symphony Summit’s Chief Product Officer, Dr. Akhil Sahai, describes the difference between scripted chatbots and true digital agents. He captures his experience in having led a product team that developed AI-powered CINDE, our digital agent that provides 24/7 Service Desk experience to employees of enterprises in the following article: