Artificially Intelligent Chat Bots for Customer Service (Dr. Ashish Sureka, ABB Corporate Research-India)

April 07, 2017 02:00 pm to 03:00 pm   106, GICT building   Talks

Title: Artificially Intelligent Chat Bots for Customer Service

Abstract: Artificial Intelligence (AI) based smart chat bots and messaging platforms for customer service and helpdesk are getting deployed by several enterprises as it substantially reduces support cost incurred on phone and emails and increases customer satisfaction. Several companies believe that chat bots are one of the powerful future communication channel for customer service. Companies like Google, Facebook, Amazon and Microsoft have developed chat bot platforms which can be customized and extended to build chat bots for a specific domain and problem. In this talk, the speaker will present the architecture of a chat bot and its various components. The speaker will define key concepts of a chat bot and demonstrate the steps required to build a chat bot which can engage into a natural language conversation with a user. The speaker will show how natural language understanding and machine learning techniques are applied to define entities, intents, actions and contexts for a smart chat bot. The speaker will talk about how the chat bot platform services can be integrated with a user interface and a fulfilment service.

Speaker: Ashish Sureka ( is a Principal Researcher at ABB Corporate Research Center (India). He was a Faculty Member (at IIIT-Delhi) from July 2009 to October 2014 and a visiting researcher at Siemens Corporate Research from August 2014 - July 2015. His current research interests are in the area of Mining Software Repositories, Software Analytics, and Social Media Analytics. He graduated with an MS and PhD degree in Computer Science from North Carolina State University (NCSU) in May 2002 and May 2005 respectively. He has worked at IBM Research Labs in USA, Siemens Research Lab (India) and was a Senior Research Associate at the R&D Unit of Infosys Technologies Limited before joining IIIT-D as a Faculty Member in July 2009. He has received research grants from Department of Information Technology (DIT, Government of India), Confederation of Indian Industry (CII) and Department of Science and Technology (DST, Government of India). He has published several research papers in international conferences and journals, graduated several PhD and MTech students, organized workshops co-located with conferences, and received best paper awards. He was selected for ACM India Eminent Speaker Program. He holds seven granted US patents.

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