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Conversational AI

As a kid, my first brush with computers was through a Pentium desktop. Today, I’m still the most comfortable at work using a mouse and a keyboard. However, my cousin’s 5 year old has been introduced to computers through an iPhone. He is so familiar with Siri that it doesn’t even occur to him to type or text to communicate with the machine. He uses this device for everything from playing games, listening to music or watching his favorite cartoons.

This leads to the question of how tools will address the changing communication behaviours in the future workforce? For example, a workforce that will communicate with systems with voice, gestures, or facial expressions. In other words, a workforce communicating with machines in natural language using conversational AI.

Statistics That Prove We’re Moving Towards Conversational AI Platforms:

  1. More than $1 million of Snap Travel’s hotel bookings happened through their Messenger chatbot.
  2. Facebook Messenger has over 100,000 chatbots operating on its platform.
  3. Today, there are nearly a million users on Microsoft’s Cortana digital assistant.
  4. 60 million Alexa devices are being forecasted to be sold by Amazon by 2020.

To top it all, Gartner’s Top Strategic Predictions for 2018 states that “By 2021, early adopter brands that redesign their websites to support visual and voice search will increase digital commerce revenue by 30%. Also, by 2019, half of major commerce companies and retailers with online stores will have redesigned their commerce sites to accommodate voice searches and voice navigation.”

The current breed of conversational AI interfaces are limited to the ones providing a list of items that users can select.

However, others use a simple Q&A interface to respond to questions with specific keywords. Futuristic conversational interfaces are metamorphosing into Artificially Intelligent Agents. They engage with humans in natural language – both in corporate and end-consumer communication.

Google Demonstrates Google Duplex at Google I/O 2018

A prototype for a futuristic conversational interface was demonstrated at Google I/O 2018. Google’s CEO, Sundar Pichai, mesmerized everyone by demonstrating an enhanced version of Google Assistant known as Google Duplex. The demonstration showcased a phone call made by Google Duplex to a hair salon for fixing an appointment for a human. Google Duplex’s responses and voice quality were so natural that the lady from the hair salon spoke like she were talking to a human.

Most technologies deployed today complete pre-specified tasks. This includes something as simple as scheduling appointments to take a pizza order. On the other hand, Google also plans to have the assistant call businesses. They want to inquire about operational business hours in order to help keep Google Maps listings up to date.

Conversational AI In The Workplace

Thickstat’s conversational AI platform, ConverSight.ai, uses adaptive analytics to enable corporate stakeholders to use voice commands to ask complex questions. The Business Intelligence (BI) interface shows results for systems like sales forecast, revenues by geography, and even sales trend of individual items. This enables even casual, untrained BI users to use it effectively.

Sales managers spend hours sifting through sales data and prepare a review report for senior management. With such advanced conversational AI analytics, they can do the same task in seconds.

Conversational AI interfaces understand the context and intent of the business question by leveraging machine learning, data science, knowledge graph and cognitive techniques. Combining these techniques provides personalized human interaction. So what can we expect from the impact and adoption of Conversational AI interfaces? It will all depend on the user friendliness of the solution and the accuracy of the use cases developed.

If you would like to know how conversational AI can help your organisation, write to us at info@thickstat.com

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