Amazon is testing the first commercial customer service chatbot to produce wholly original dialogue in real time using recent breakthroughs in artificial intelligence (AI) language generation. Adweek brought us this information in their article, “Amazon Is Testing an AI Chatbot That Generates Original Dialogue in Real Time.

The retail giant will deploy the generative chatbot as an aid to human agents for the interim but plans to eventually have it deployed to deal with customers directly. The company is also rolling out a separate consumer-facing chatbot that uses a neural network to better match human-authored response templates to customer queries.

This the first commercial test of a new natural language processing (NLP) technology that researchers believe will supercharge progress in this particular field. The model draws on massive training datasets and predictive text to generate realistic-sounding copy or dialogue.

Predictive text is an input technology used where one key or button represents many letters, such as on the numeric keypads of mobile phones and in accessibility technologies.

Melody K. Smith

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