IDG Contributor Network: What's all the chatter about chatbots

We’re hearing more and more about chatbots in the enterprise starting to gain adoption as customer service agents these days. There are two major approaches to chatbots prevalently discussed in AI circles:

  • Generative models, or “open context” frameworks, which try to learn responses and assemble them together based on their learnings;
  • Retrieval-based models, or closed “template-based” systems, which work based on templates of conversations, or confined responses. Most customer server chatbots today work this way, as do most early personal assistants bots like Siri.

As both types of bots grow in sophistication, here are four predictions:

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