Using Language Services in Chat Bots and Beyond

Are chat bots a function of corporate America, stripping out costs and assuming humans are content interacting with anyone, human or synthetic? Are they a way to remove initial barriers and understand customers’ requirements without requiring interaction by humans? Because Ocean Smart puts such a focus on customer service, there was significant hesitation in deploying a chat bot as the initial interaction point for their customers. However, with the potential cost savings and the ability to include translation and content moderation by combining multiple Azure Cognitive Services, the benefits of deploying the technology outweighed the negative aspects.

In this chapter, we will explore how Ocean Smart was able to leverage and combine these Cognitive Services to enhance the global customer experience and save some costs by no longer using human beings as the initial point of contact for customer service. To further improve the...