Human beings have used language to communicate, exchange and understand our fellow beings for millennia. For us, it is innate to relate to the world through speech, so it was logical to direct us towards a more natural and effective human-machine communication, or not?
Conversational Artificial Intelligence refers to the set of technologies, messaging applications, and speech-based assistants combined with chatbots and callbots that enable the automation of your company’s communication and the design of personalized customer experiences.
It is characterized by developing complex conversations through words or phrases, in a non-linear way, detecting intentions, executing complex reasoning tasks, and learning from previous conversations, as people do.
What technologies make it possible?
The core of Conversational AI, capable of analyzing human language, interpreting it and giving it a meaning so that it can be used effectively, is a natural language processing engine, which includes computational linguistics, machine learning, and deep learning. This recipe also includes human training, data science, and data from millions of previous conversations.
The NPL is considered one of the great challenges of Artificial Intelligence because understand independent words, phrases, or paragraphs is not enough. Our language is full of ambiguities and meanings depending on the context. So it becomes essential to give a global meaning to the analysis of interactions and contextualize them, in order to be able to draw correct conclusions.
Its application allows speech recognition, automatic response to user questions, text summarization, translation into other languages, entity recognition, relation extraction, sentiment analysis, and text classification.
Real progress is what makes technology available to everyone – Henry Ford
The study and application of the NPL field, as well as the AI, are not as recent as it might seem, in fact, the first automatic voice recognizer dates from 1952 and the first bot able to converse with a person, from 1964. The highlight is that its evolution has been exponential in the last 10 years due to the increase in terms of volume of available data, computational resources and advances in the field of algorithmics.
How does it help companies?
Users are more connected than ever, they are just a click away from searching, reading opinions and buying whatever they want: 24/7, 365 days a year, which has made them more impatient than previous generations.
Its applications are very varied and undoubtedly offer a completely new category of capabilities and automation to companies:
- Customer service and Q&A 24/7
- Technical troubleshooting
- Prioritization and routing of leads
- Purchase assistance
- Data collection and qualification
- Booking and appointment management
- Learning support
What are the benefits of Conversational AI?
According to Business Insider, by the end of the year 80% of companies will use chatbots or virtual assistants, which will not only help them in listening, machine learning and improvement in real time, but will also provide many other advantages:
- 24 hours, 365 days a year availability
- Immediate attention, zero waiting
- More conversions attended
- Qualification before call center attention
- Identification of critical situations
- Prioritization based on conversion probability
- Automation of procedures
- Improved user experience
- Automatic customization
In our CTO, Antonio Moragues, words: “Conversational AI comes to change the way in which people relate to the web, companies and applications or products.”
And, do you already apply conversational AI in your company?