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Businesses should not have Unnatural Expectations from Automation: Haptik

Kartik Poddar, Business Head, Haptik Infosystem, during a brief interaction with Amit Singh highlights that Indian chatbot (conversational AI) industry is at par with global markets in terms of technological progress as well as potential market size, however, cautions that businesses should not have unnatural expectations from automation

Experts consider chatbots as the fastest growing AI technology in India. What is the rate of adoption you have seen among your customers on chatbots?

Kartik Poddar, Business Head, Haptik Infosystem

The Indian chatbot (conversational AI) industry is at par with global markets in terms of technological progress as well as potential market size. The level of technology and skills available is highly mature, which promises great scope for the chatbot industry at large.

Adoption is enhancing at a brisk pace, and as businesses continue to figure out the best way to incorporate chatbots and automation in their operations, it is set to increase manifold.

In fact, AI-driven automation and virtual assistants are gradually becoming domain agnostic in its relevance, utility, and implementation. From business solutions to social service and government initiatives, chatbots are everywhere. However, business communication, customer support, data accumulation, back-end operations, e-commerce, banking, and travel are some of the areas where the highest growth has been observed.

A lot of these tasks are repetitive in nature, and organizations are realizing that these tasks can be accomplished by machines and their human resources can be deployed elsewhere on high-value tasks.

Where do we stand today in developing a self-reliant AI system or chatbot, which works without active human intervention?

Our focus is on developing guided chatbots that require a minimum human intervention at the collation stage and serve as an able virtual assistant and a decision-enabler but not as a decision-maker.

Our algorithms are developed to acquire data from different perspectives to increase the sample size and keep the data relevant. Moreover, 24×7 accessibility and continuous training by human bot trainers and developers also help our bot to identify the correct source of data collection and interpret them in the most desired manner.

Human participation is required to enrich a chatbot’s ability, help it learn and grow, and to make the best use of the information generated by it. Human intervention is also required when a bot cannot answer or understands what the user is saying.

What are the challenges you see in the AI space and its adoption in India?

The chatbot industry is growing fast in India with new entrants entering each day without adequate skills, knowledge, and resources to implement stable and long-term chatbot solutions. Increased competition, a lack of concern for the regulations, and over-dependence of businesses on chatbots might develop as future challenges.  Their offerings might create a situation where chatbot developers, in a bid to keep the revenue flowing, might decide to ignore the data protection and utilization regulations and follow unethical practices.

In fact, businesses need to realize that a chatbot does not guarantee the complete solution to a problem; it is only a technology-driven solution that helps to enhance efficiency and accelerate the operational time-frames. Businesses should not have unnatural expectations from automation and need to consult with a third-party expert service provider to develop a sound blueprint for its optimum implementation.

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