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Linguistics, then computational linguistics, then statistical natural language processing, all came before machine learning in the development of language processing technologies. The increasing use of voice-activated devices further highlights how consumers are becoming used to making requests using their voice and without having to type their questions. By combining knowledge across multiple systems, Knowledge Management systems help people access information regardless of where it resides. The result is an interactive experience that goes beyond the binary features of a typical FAQ and that resembles asking a live human agent for help finding a specific point, even if the keywords that are typed are not exact. metadialog.com Conventional FAQs have been little more than a sequence of answers to typical problems that can be accessed on a static web page. Customers have usually had to figure out how to navigate to the specific question they are looking for and to be meticulous with the phrases and keywords they use. Conversational AI uses Natural Language Processing and AI algorithms to engage in contextual dialogue by processing and contextualizing the written or spoken word in order to figure out the best way to handle and respond to user input. Voicebots and IVRs. …