AI Conversational Platforms: the future and present of communication!

Artificial Intelligence (AI) conversational platforms are transforming the way companies engage their customers and empower their employees. Today’s intelligent assistants are already full of skills. They can check the weather, traffic and sports scores. They can play music, translate words and send text messages. They can even do math, tell jokes and read stories. But, when it comes to conversations that lead somewhere grander, the wheels for most "chatbots" fall off.

You have to poke around for magic combinations of words to get various things to happen, and you find out that a lot of the functions that you expect the thing to do, it actually just can’t handle. For example, systems today can add a new appointment to your calendar but often not engage in a back-and-forth dialogue with you about how to juggle a high-priority meeting request. They are often also unable to use contextual information from one skill to assist you in making decisions from another, such as checking the weather before scheduling an afternoon meeting on the patio of a nearby coffee shop.

The coming generation of intelligent conversational assistant technologies is instead able to do this by leveraging breakthroughs in conversational artificial intelligence and machine learning. In this respect, Xiaoice may today be the most “human” AI in our world (read here more about this amazing AI)

It’s therefore important to know the difference between conversational AI and conventional chatbots (or just “bots”). Chatbots serve up canned responses to anticipated requests and statements. The systems are often isolated applications, quite simple, and not integrated with company platforms or data. This means they can’t understand context or reply without that additional information, which can make them too one-dimensional to offer the kind of support customers demand today. Also, bots usually listen your customers just with the intent to answer any specific question, without truly understanding it, and definitely do not generate much insights, or augmented intelligence for your company.

Conversational AI platforms listen with the intent to understand

Conversational AI platforms, on the other hand, are deeply integrated into information systems, can communicate across most corporate channels, including text messaging, voice interfaces, corporate websites and social media, and – most important than anything else - they listen your customers and your employees with the intent to understand, generate added value, and enrich your company with insights and augmented intelligence coming from your customers and your employees (read more here)

For the reasons above, successfully deploying conversational artificial intelligence (AI) is like no other digital business-process upgrade. In fact, it’s not an IT upgrade in the conventional sense; conversational AI does nothing less than usher sophisticated robotics into the front office. The surest route to project failure would be taking this fact for granted.

When building a modern AI Conversational Platform , one of the most important success factors is providing these AI with the right personality: right for your company… and right for your customers. Please remember, in case your AI conversational platform had a strong “personality”, never call him or her “bot”. Otherwise, you may have quite a “personal” response… :-)

Where these cross-channel AI systems, designed to interact naturally and fluidly with internal users and/or customers, are most like traditional business is in how short-sighted decisions can damage your company. What should you keep in mind, therefore, when deploying conversational AI?

You can read here the WHY, the WHAT, and the HOW of building a successful AI Conversational Platform

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