| | February 20208he origins of the word "Artificial Intelligence" (AI) can be traced back to 1956 in the USA, where it was used for the first time as a futuristic concept. With the evolution of technology, AI has become a reality and is transforming how businesses function and operate. Chatbots--AI-driven software that simulates conversations with users in natural language through messaging or speech synthesis ­ is one of the key manifestations of this technology. Chatbots can communicate through audio, text, or both and perform a wide range of functions for the user, such as setting an alarm on the phone, locating the best restaurants within a mile radius, or reading out news. Personal digital assistants like Google Assistant, Siri, and Alexa are some of the well-known and most sophisticated examples of AI.The trend of chatbots shouldering the responsibility of communicating with customers is only expected to further gain traction in the coming years. Studies estimate that a majority of customer interactions will be handled by computer programs in the coming years, and companies across sectors are betting big on chatbots. Back in 2016, a senior Facebook official had claimed that 33,000 developers had written 34,000 chatbots for the company's Messenger application alone, to improve its user experience. Now, developers such as Oracle and NVIDIA are taking it a step forward, by betting big on conversational AI. Logistics as an industry has been infamous for the slow adoption of technology. For long, the logistics sector has been grappling with non-user-friendly interfaces and unhappy user experiences. However, the sector is increasing its pace of digital transformation. Chatbots are already revolutionising the scene, by enhancing customer communications and streamlining supply chain management of several companies in the industry.How is AI transforming the industry?What happens when a shipment is delayed in a world controlled by AI? First, the driver arriving to pick the shipment up gets an alert about the delay and receives a new pick-up time. Additionally, the customer awaiting the shipment also gets an alert about the delay and a revised delivery schedule. Finally, the driver is provided a new route map, adjusted based on the projected traffic conditions at his new time of departure.This is just an example of how AI-based technologies can help players in the transport and logistics sector streamline a large number of processes--be it management of human relationships, enhancement of customer engagements, or improving the efficiency of the supply chain. Chatbots, in particular have a proven record of boosting revenues for companies in the long run. Crucial applications of chatbots in the industryEnhancing customer interactionsWant to book a delivery? All that a customer has to do is share a picture of the consignment with the chatbot, and answer a few queries about dimensions of the consignment, and the pick-up and delivery addresses. Based on these details, chatbots can automatically schedule a pick-up time and also calculate the payable charges. Customers can choose to make payments over the application or in person at the time of delivery.Real-time shipment tracking and updates Tracking the status of shipment has also been made simple. Chatbots can provide real-time information about the status, delivery alerts, and intimation in cases of delays in delivery to customers, through voice calls and text messaging services. Customer query resolutionSimilarly, chatbots have also simplified the process of resolving customer queries. Now, users do not have to browse through the entire TIN MY OPINIONBy Sathyanarayana Kabirdas, Director ­ Mobility Research, Frost & SullivanCHATBOTS: EMPLOYEES OF THE FUTURE
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