Why you should consider chatbots and conversational AI for your company
If you've used the live chat service on any company's website, you probably may have wondered if you are being attended to by a real customer service personnel or just a robot providing predefined answers.
This suspicion could be as a result of the way their responses are structured, stiff with little or no human touch. The technology behind the supposed human-to-human interaction is called chatbots which are either driven by simple question/answer rules engine or a more complicated natural language processing, machine learning conversational AI.
Chatbots are generally used as a solution for providing immediate response to customer requests and as a means for engaging and holding a customer’s interest. The application provides instant chat conversation via written text or spoken words, serving as a human alternative in providing instant responses to customers. They respond to customers immediately and are consistent in their replies. They can be used through different channels such as SMS, live chat, email or even social media.
Impressively, chatbots aren't modern technology as such. The concept of chatbots goes as far back as in the early 1960s when Eliza -- a natural language processing programme -- was created to reveal the "superficiality of communication between humans and machines." Since then till this present time, different types of chatbots have been created: from IBM's Watson to Google Assistant, Siri, Alexa, Cortana and others.
Currently, chatbots are the latest trend in eCommerce as they are used to respond to customers in real-time, improve their user experience, understand how customers are buying products, their needs and how they are interacting with the business. However, beyond the eCommerce industry, chatbots are also used in various use cases such as for IT Support, as a personal assistant, for social media responses, account management assistant for banks, virtual flight booking agent for airlines and other sectors. Nonetheless, the most common use case is the use of chatbots to handle customers complaints, requests or frequently asked questions and as such the importance need to adapt the use of chatbots or conversational systems into your customer service or customer self-serve strategy can't be overemphasized.
A report by Gartner attests to this as it had projected in 2017 that 85% of engagement with businesses will be done without interacting with another human by 2021 because we'll be using self-service options and chatbots. Additionally, an Oracle survey says that "80% of businesses said they currently use or are planning to use chatbots by 2020." This projection is undoubtedly prevalent at this time.
[AI] Analytics Intelligence has been researching and developing both simple rules-based and advanced machine learning conversational engines since our inception back in 2012. This has resulted to two products delivered as a service, AIPA (Analytics Intelligence Personal Assistant) is a generalized conversational engine that can be trained to interact and support customers in various use cases such as customer support, account management or simply as a day to day assistant. Our other conversational engine called DATA (Data Analytics Team Assistant) is an advanced neuro network trained to assist individuals and teams in accessing and analyzing data for managing goals and making informed decisions.
Both engines are evolving with a goal of improving their conversational rage and expert knowledge in delivering specific roles, basically passing the Turing test in the fluidity of their conversational interactions. Our long term vision is that chatbots and assistants built on either the AIPA or DATA engines will eventually become a critical resource for any workforce, working as collaborative systems alongside their human counterparts that will eventually be referred to as digital employees.
DATA (Data Analyst Team Assistant) our first deployment of a range of digital employees, with direct access to relevant data will be intuitive, helpful and eventually become an expert in every aspect of the client’s business. DATA and all our digital employees can dynamically interpret, understand and respond to requests for help, information or insight from direct speech, emails and chat tools in near real-time.
No more wading through endless menu systems! Employees, regardless of their analytics skills, can simply ask for what they want – just as if they were talking to a live assistant—and get the right response, every time. Our Digital Employees will dramatically make enterprise users more productive, provide them with actionable business insight and significantly reduce costs.
Analytics Intelligence is focused on helping companies fill the skills shortage gap in data analytics with its artificial intelligence-powered digital assistants that use analytics and data to trigger conversations to support different roles across the enterprise, we call these assistants Digital Employees.
Whether ‘manning’ the help-desk; providing real-time detailed insight to the relevant teams, or assisting sales in exceeding their targets, these systems will think and interact remarkably like a human, even presenting their own personality. Powered by the algorithms and trained datasets of our conversational engines, they will answer questions, resolve issues, help find information, process transactions, cross-sell complementary products and services and so much more
The solution reaches multiple industries, including information services, marketing services, manufacturing, retail, financial services, education, and media and publishing.
To get started with either the AIPA or DATA engines, request a demo or to want to know how some of our clients are deploying these solutions visit https://www.analyticsintelligence.com/ or send an email to firstname.lastname@example.org.