Capacity – How Artificial Intelligence is changing client communication
In recent times, chatbots have become increasingly more common place on many websites. At a basic level they are computer programs that are able to simulate conversations with human users. In practice a person would generally ask a question and the chatbot will delve into its database to provide an answer but what happens when a chatbot uses artificial intelligence combined with a wide range of integrations to third party apps?
Capacity is an AI driven chatbot that can be embedded into any communication channel within a website or piece of software. Like most chatbots that people will be familiar with it enables the user to ask a question and responds with information. What is particularly impressive about Capacity however, is its ability to learn. Text documents can be uploaded into the system and Capacity will automatically read the information and be able to supply answers to questions with regard to the information.
Imagine for example that Capacity was embedded into an insurer’s website. Such an insurer would be able to upload their terms and conditions for their different contracts and within seconds, consumers or advisers would then be able to ask questions such as “does your critical illness policy cover me if I have a heart attack?”. In such a scenario Capacity would be able to respond by giving the exact heart attack definition.
In some cases, a question may have multiple answers, and as such clarifying questions would need to be asked of the users in order to ascertain the correct one. Whereas many chatbots may just provide a stock answer to such questions, Capacity is able to ask the user further questions to understand exactly what the user is trying to understand and therefore be in a better position to provide the answer they are looking for.
Capacity’s ability to act as a provider of information is far from its only use as it can also carry out actions. Firms that deploy Capacity within their own systems can benefit from a long list of integrations including Outlook. The example of its use here was booking a meeting. When asking it to book a 15-minute meeting between three people, it was able to identify 5 times where all three parties were free. The user then selected one of these times and Capacity automatically sent diary invites to all three parties.
Finding the exact information, you want on many websites can be a navigational nightmare. Capacity’s chatbot looks to make it far easier for users to obtain the exact information they require whilst also effectively having the capability to act as a personal assistant to internal staff. The fact that it is constantly learning and improving based on use means that the user experience will only get better over time.