VentureBeat July 16, 2020
AI isn’t the end-all-be-all when it comes to conversational experiences like Amazon’s Alexa. In fact, manual solutions to problems are sometimes superior to automated, AI-driven fixes. That’s according to Amazon Alexa AI director of research science Janet Slifka, who spoke during a session today at VentureBeat’s Transform 2020 conference.
“If someone calls customer service and says something to the effect, ‘Alexa doesn’t understand me,’ in many cases, we can be faster to the customer with a manual fix,” Slifka said, describing her team’s work in triage. “In some cases, it’s almost required when you need words to enter the lexicon. You’re probably not going to wait until you rebuilt and deploy a statistical model when a new word gains prominence,...
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