Natural Language Understanding with AI for IT Support

Vaibhav Nivargi (CTO & Founder @Moveworks) talks about Natural Language Understanding (NLU), interacting with users using chatbots, and augmenting customer service with AI. 

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Topic 1 - Vaibhav, welcome to the show. Tell everyone a little about yourself and what got you started in the AI space?

Topic 2 - We’ve done a number of AI/ML shows over the years, but we haven’t talked much about Natural Language Understanding or NLU. Let’s start there, can you give everyone an introduction?

Topic 3 - Based on that, is the primary interaction with the end user through a chatbot or something similar? What are the primary use cases and tools you are seeing in the industry? Is this a Slack and/or Microsoft Teams integration? Unsolicited plug, I’m a customer in my day job… 

Topic 4 - We’ve been talking a lot on the show recently about the migration to SaaS based products. What is the model here? Is the AI central (cloud hosted) or private and in-house?  Do you have the concept of a template AI and then each customer AI is an instance or is this a central AI that is called? How does it get customized and updated over time? What training is typically required and is this training on-going?

Topic 5 - How do you prevent user frustration from “loops” or unanswered questions? I think of the voice automated telephone systems I’m not a fan of as an example. How would you handle language that isn’t built into the AI?

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