Drift's new chatbot can engage in conversations even when customers go off-script
Spotted: US-based startup Drift has launched a chatbot platform that uses AI to understand the context of a conversation. That translates into better online, AI-driven service for customers, the company says.
Chatbots are becoming more widely used in customer service. Drift Automation offers something new because the chatbot can engage in conversations even when customers go off-script. A demonstration of the chatbot showed it could navigate misspelt words, poor grammar and even off-topic queries.
The difference is in how the chatbot uses AI and large data sets. Drift worked with newly acquired AI-startup Giant Otter to develop the technology. The AI analyses conversations prospective buyer are having on the website and constantly optimises its responses.
Humans also play an important role in making the AI function better. A conversation designer works directly with Drift clients to improve the chatbot based on conversations from the client’s website. Finally, Drift Automation includes a conversation analysis tool, so clients can search and monitor chatbot performance.
The company announced Drift Automation at the Hypergrowth 2019 event. It is the company’s first product built by its AI lab.