The 7-Step Continual Service Improvement (CSI) process for improving IT services.

The AI inside a chatbot is machine learning and it is known as Natural Language Processing (NLP). NLP has the proficiency to understand a conversation and thus mimic like a human conversation. An AI agent inside a Chatbot achieves the goal through a ‘sense-think-act’ cycle. In this cycle, the information we type/speak is sent to the agent is sensed initially and then the thinking happens, where the information is converted into machine language. This further continues to search relevant data from stored information of the knowledge base and it updates the newly gained knowledge to make a decision.

What constitutes a good user experience? How do you even define and measure user experience? Is it the ‘look-and-feel’ of a product or the interface of an application? In the two blogs shared by Prafull Verma, he talked about the end-user experience based service design, with an example of Apple’s 3D touch, and user experience for real business services, where he broke down the ‘travel with an airline’ experience.