SymphonyAI Summit in the news: chatbots vs. digital agents

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, SymphonyAI 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:

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