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Amazon is testing what may be the first commercial customer service chatbot to produce wholly original dialogue in real time using recent breakthroughs in AI language generation.
The retail giant said today that it will deploy the generative chatbot as an aid to human agents for the time being but plans to eventually have it deal with customers directly. The company is also rolling out a separate consumer-facing chatbot that uses a neural network to better match human-authored response templates to customer queries.
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