“Our conversations with chat bots and digital agents will be highly personalized. And they’ll already know about our problems, so every conversation won’t have to start from scratch. The bots will know that you’ve called five times and that you’re frustrated. They’ll have access to in-depth knowledge about everyone else who’s called with a similar issue, so they’ll know which answer is most likely to resolve your problem. And all of this will seem to happen instantaneously. For years, we’ve been talking about big data. This is where big data finally becomes useful to large numbers of people. The robot will know the answer to your question before you even ask.” Kanishk Priyadarshi ( 2017 )

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