A new press release reports, “Nuance Communications, Inc., at its Customer Experience Summit, today revealed Project Pathfinder, a breakthrough technology that uses machine learning and Nuance AI innovation to increase the conversational intelligence of virtual assistants (VAs) and chatbots. Project Pathfinder reads existing chat logs and transcripts of conversations between agents and customers within contact centers, and automatically builds highly effective dialog models used to create and support two-way conversations between virtual assistants and consumers.”
The release continues, “Many businesses, government agencies and healthcare organizations are working to implement VAs that are experts in answering questions and responding to requests in areas specific to their organization. Until now, training a virtual assistant to specialize in financial services, telecommunications, healthcare, insurance and other industries was a highly manual, time-consuming and often lengthy process prone to human error. Project Pathfinder demonstrates how machine learning and AI can automate the creation of dialog models by learning from logs of human conversations. This significantly reduces the time and cost to create an intelligent VA that resolves issues quickly and is capable of a contextual, two-way conversation.”
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