Onward's chatbot offers personalised responses to customer enquiries as well as product recommendations
Google has acquired chatbot startup Onward in what's likely an attempt to improve its own customer service tools or expand the number of products available as part of its business suite of applications.
The technology uses natural language processing to analyse the content of customer messages to support teams, alongside other information such as where they are located, whether they're logged in to any services, and how they have used the service in the past. This data then allows the chatbot to tailor its replies, offering a much better customer experience.
The company has also created its own visual bot builder, which allows customers to build their own responses based on the answers customers give to questions.
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