Beyond help desks: Powering intelligent conversations

AI chatbots have transformed from simple support tools into intelligent agents that personalise, predict, and elevate every digital interaction.

- BY GAURAV NAYYAR

The journey of chatbots began in the 1960s with Eliza, a simple programme that mimicked a therapist using pattern-matching. In the 1970s, Parry pushed boundaries by simulating a person with paranoid schizophrenia, hinting at the potential of conversational Artificial Intelligence (AI) in mental health.

The 1980s and 1990s witnessed the rise of textbased bots, such as Dr Sbaitso, which relied on scripted responses. These systems were functional but far from intelligent. Things began to shift with advances in machine learning and natural language processing, leading to more adaptive, context-aware interactions.

Today's AI chatbots have outgrown their scripted past. Imagine a customer in Mumbai asking about a return policy in Hindi, only to later check product recommendations in English. The bot not only switches languages effortlessly, but also recalls past preferences, provides customised suggestions, and even nudges the user toward a timely deal.

These chatbots learn from every conversation, picking up patterns in how users speak, what they ask, and what they need. Over time, they become sharper, faster, and more intuitive—delivering responses that feel less like tech and more like talking to a savvy store assistant. Whether resolving a query, completing a transaction, or making a personalised recommendation, they are stepping into roles that go far beyond support.

Even more transformative is the role of Al-generated content in elevating these experiences. By dynamically creating tailored responses, AI is unlocking hyperpersonalised communication at scale.

Al chatbots are no longer just assistants—they are becoming the voice of the brand, delivering speed, relevance, and empathy at every touchpoint.

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