Speaking the Same Language: How Oracle’s Conversational AI Serves Customers

At Oracle, customer service chatbots use conversational AI to respond to consumers with more speed and complexity.

Suhas Uliyar, vice president of bots, AI and mobile product management at Oracle, stopped by to talk to AI Podcast host Noah Kravitz about how the newest wave of conversational AI can keep up with the nuances of human conversation.

Many chatbots frustrate consumers because of their static nature. Asking a question or using the wrong keyword confuses the bot and prompts it to start over or make the wrong selection.

Uliyar says that Oracle’s digital assistant uses a sequence-to-sequence algorithm to understand the intricacies of human speech, and react to unexpected responses.

Their chatbots can “switch the context, keep the memory, give you the response and then you can carry on with the conversation that you had. That makes it natural, because we as humans fire off on different tangents at any given moment.”

Key Points From This Episode:

The contextual questions that often occur in normal conversation stump single-intent systems, but the most recent iteration is capable of answering simple questions quickly and remembering customers.
The next stage in conversational AI, Uliyar believes, will allow bots to learn about users in order to give them recommendations or take action for them.
Learn more about Oracle’s digital assistant for enterprise applications and visit Uliyar’s Twitter.

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“If machine learning is the rocket that’s going to take us to the next level, then data is the rocket fuel.” — Suhas Uliyar [15:59]

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