Amazon.in to offer chatbot services in Hindi

Ecommerce giant Amazon is adding Hindi language abilities to its chatbot assistant.

The feature will help Indian customers, who prefer to speak or chat in Hindi, resolve queries at Amazon.in without contacting a customer care associate, an official statement said.

“When customers interact with the automated assistant, it first predicts the most likely issue they are trying to contact us for, post which customers can ask questions related to their issue and receive faster resolutions,” said Akshay Prabhu, director, customer service, Amazon India.

Amazon has been working on adding Indian languages to its various artificial intelligence (AI) and natural language processing (NLP)-based solutions like Alexa. 

The chatbot, which is aimed at a more conversational experience, can also be accessed over the company’s Android application.

Several companies have recently rolled out chatbots that use emerging technologies to better connect with customers. 

Earlier this week, Naspers-owned payment solutions provider PayU India rolled out a merchant service platform PayU Assist to offer automated customer service capabilities to merchants. The platform uses artificial intelligence and machine learning-based technologies to eliminate the manual process in customer service management. 

Researchers at IBM India are using artificial intelligence (AI) to make chatbots more emphatic and personalised to cater to a client's specific needs. 

Last year in March, chatbot startup Haptik had partnered with Amazon’s cloud subsidiary Amazon Web Services (AWS) to offer chatbots that automate customer support, client cultivation and sales analytics.