Welcome To The Future: How Conversational Ai Will Change The Grand Scheme Of Things?

With ever-increasing digitization, people are turning towards digital solutions for nearly all of their problems these days. This includes everything from gaining more information about a product or service to registering complaints while still sitting at

“Do I have to repeat everything all over again?” Said Prashant Sharma, a Delhi-based Technocrat, who is now a bit infuriated. “Haven’t I told you guys everything three times already? Is it that hard tounderstand, really?”

He conveyed his disgust while still trying to control his rage. Prashant was now talking to a senior customer care executive, after a junior executive transferred his call to her. Regrettably, this happened after he had already communicated his problem two times over the live chat. The problem wasn’t tricky either. Prashant was charged for a service on his cellular network which he didn’t subscribe to. He lodged his complaint immediately (after receiving the text confirmation of the service) and, by now, had wasted around one hour on something that shouldn’t have been his concern in the first place. Sensing escalation, the senior customer care executive reassured Prashant, gauged his difficulty and immediately unsubscribed the service while extending the refund. But the damage was done already. First impression is often a lasting impression, if not the last one – and Prashant’s first impression of the company’s service clearly wasn’t satisfactory. Could all of this have been avoided? Artificial Intelligence might have an answer.

The Rise of Conversational AI: How Can the Art of Communication be Perfected via Technology?

With ever-increasing digitization, people are turning towards digital solutions for nearly all of their problems these days. This includes everything from gaining more information about a product or serviceto registering complaints while still sitting at the workstation. This enhanced flexibility is adding to thecomfort and convenience of customers and improving user experience as well as brand salience. Conversational AI are now becoming a market imperative that have the ability to solve multiple use cases. It can help people in their digital searches (both voicebased as well as textual), better personalize offerings and solutions (with additional first-hand information), and thereby, improve customer acquisition and retention by enhancing the overall customer satisfaction. However, conversational AI is both an enormous market opportunity and a multi-faceted challenge.

To begin with, the core issue faced by tech experts is in NLU (Natural Language Understanding), a subsetof NLP (Natural Language Processing). NLU is considered as an AI-hard problem within the industry. ‘AIhard’ are some of the biggest technological challenges faced in the AI domain that hold the key to an AI-strong solution, or a perfect AI. NLU’s application can be found in an array of use cases including automated reasoning, machine translation, question answering, news gathering, text categorization and large-scale content analysis. This is why there is also considerable market interest in this field.

Problems in Using Machine-Based Interaction

But gauging what someone is trying to say or write is not as easy as it seems, more so for a machine-based system. There are innumerable ways in which a sentence can be phrased and hence, interpreted. Take a something as simple and straight forward as a “yes” as an example. It could be written as ‘aye, aye’, ‘you bet’, ‘I guess’ and ‘yes, I’d like that thanx’. It is also difficult to comprehend vernaculars given different slangs and communication styles used in different regions. Sometimes, while typing, a personcan also misspell something. These misspellings can completely change the sense of a statement. Try and analyze how the misspelled ‘really’ changes the undertone of this sentence: ‘I don’t rely like theperson I chatted with yesterday’. This can get more perplexing for a rule-following digital program forthe obvious reason.

However, the gradually increasing market interest is doing its bit in solving the Gordian knot. Nowadays, businesses are leveraging the AI technology to understand different vernaculars and verbal expressions used by different people. The technology is even able to identify the unique conversational style of an individual customer alongside his or her preferences and

To begin with, the core issue faced by tech experts is in NLU (Natural Language Understanding), a subset of NLP (Natural Language Processing). NLU is considered as an AI-hard problem within the industry. ‘AI hard’ are some of the biggest technological challenges faced in the AI domain that hold the key to an AI- strong solution, or a perfect AI.