Microsoft is Developing an AI Customer Service System Using Natural Language Processing
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Microsoft seems to be developing an artificial intelligence system that can understand and resolve customer support requests using natural language processing. The company has filed a patent for this AI-based customer support system.
Stepping into the Era of AI-Driven Customer Support
This patent, filed in 2023 and published earlier this month, details a unique customer support system. The system utilizes natural language processors to effectively handle customer input. Additionally, Microsoft has already planned to launch a similar AI feature, potentially upgrading the existing OneDrive, indicating that this AI-based customer support system is expected to be released in the near future.
Online customer service has largely relied on automation through AI chatbots. However, these systems only have a set of predetermined responses to predefined questions or prompts, and they are not as sophisticated as tools like Bing Chat, Google Bard, or ChatGPT.
Nevertheless, advancements in natural language processing (NLP) technology have laid the foundation for the algorithm employed by the proposed system. This algorithm systematically generates text-encoded representations of customer issues and then uses the same algorithm to construct operational process encodings. Essentially, this is a revolutionary AI model designed to decode urgent technical problems using natural language and find the most appropriate solutions.
How Microsoft's AI Support System Works
Upon receiving a customer support request, the system converts the issue into one or more text-encoded representations, translating the problem into a format the system can understand. These encoded representations form the first input for the system's matching and selection unit. Simultaneously, the system also provides encoded operational procedures as auxiliary formats.
Next, the AI matches and compares the input representations with the operational procedure encodings to determine the best match. It identifies one or more suitable operational procedures that have the potential to address the issue. Subsequently, feasible solutions or recommendations are provided to resolve the current problem.
Microsoft's new initiative is clearly not its first integration with natural language processing technology. Microsoft recently introduced enhanced search functionality in OneDrive. This feature makes searching effortless by allowing users to easily find files and photos using natural language.