Interview: Dr. Susan Hura, Chief Design Officer at Kore.ai
By Editorial Team, insideBIGDATA
August 12, 2022 : insideBIGDATA’s editorial team caught up with Dr. Susan Hura, Chief Design Officer at Kore.ai to discuss the bank-end work that goes into developing an intuitive conversational AI-supported chatbot.
In this interview, Susan dispels some of the myths behind developing and introducing a CAI-empowered chatbot into a business’s digital platform. Whether used out-of-the-box or customized, a chatbot’s design plays a more strategic role than one might think and requires an immense amount of human input to create.
insideBIGDATA: What are the often overlooked backend complexities and intricacies of programming a CAI-supported chatbot?
Dr. Susan Hura: Customers are often surprised by how much work goes into developing these solutions because people rarely take the time to truly understand the capabilities of conversational AI (CAI). Oftentimes the media sells CAI as magic when it is not; there are complex processes behind the scenes that must be taken up by conversation designers and natural language processing (NLP) analysts to create interactions that seem simple. Any response that the bot gives, someone has programmed into it.