What Is Conversational AI

sasha uritsky

Dec 30, 2017

Conversational Artificial Intelligence solutions can communicate with people in their natural languages. The interactions happen via speech or text – our most common forms of interaction.

The most popular example of a conversational AI solution is chatbot.

The chatbot popularity began in 2016 with Facebook’s announcement of a developer-friendly platform to build chatbots on Facebook messenger. Soon, chatbots became the buzz of the technological community and spread across various industries. As a next step, toolkits that helped build a bot in five minutes grew popular, companies raced to the market with new bot announcements and the world woke up to a new chatbot-based reality.

A well developed conversational AI chatbot is able to interact on a near-human level. If we think about it, most companies’ customer service and sales centers deal with a core of 6-12 repeating issues. conversational AI software allows companies to develop an intelligent response channel that can cover the most common customer interactions.

Another advantage in using Conversational AI is in the marketing and branding domain. Chatbots allow the companies to stay on their message without veering off course . With AI, the scripts are all written and approved in house. Even when the AI system learns, when the appropriate training techniques are implemented, the system will adhere to the required profrssional verbiage.

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MAKING AI MAINSTREAM

We are experiencing a strong demand for conversational AI solutions. It is coming from every corner of the B2C market. It is growing by the day.

Conversational AI is becoming increasingly popular among the consumer facing business community. It is easy to see why - AI offers sales and customer service scalability and therefore is critical for the long-term success of a business.

Conversational AI solutions such as chatbots, voice bots, and virtual assistants provide much needed speed and efficiency, in an age where the rapid advancement of technology makes them virtually the only sustainable customer service solution.

Bu there is a catch - AI is complicated. Mainstream businesses do not have in house AI expertise. And it is not part of their business model to develop such expertise.

Today’s market offer several good conversational AI solutions, such as IBM Watson or Google DialogFlow. However, getting a business value out of them requires the very AI expertise that mainstream companies do not possess.

So what can be done?

Any AI solution should follow these three steps in order for the mainstream business community to fully benefit from it:

Conversational AI should come as a service,
The service should be available in natural language,
The service should be fully personalized.

In the next several posts we will explore how the AI industry, including nmodes, is moving towards achieving these goals.

How nmodes Intent API Improves Social Intelligence

Social media generates a vast amount of data. There are 500 million daily messages on Twitter alone. Still more data on Facebook, Google+, LinkedIn and other social networks. Some of this data is useful to businesses, in fact, it is extremely useful.

A business can use social data to generate actionable insights about customers, competitors and their company strategy. Social information empowers departments and teams, and when used correctly, creates a strong sustainable bond between businesses and their customers.

nmodes Intent API helps businesses to execute their social strategy efficiently. Here are the major elements of social strategy Intent API contributes to:

1. Listening. Intent API finds customer intent with any level of granularity. You might want to know who is looking to buy shoes in general, or looking to buy flip-flops in particular, or interested in buying only Nike footware, or interested in buying sneakers in New York region.

2. Sales and marketing. Intent API understands what stage in the purchase process your customer is in. Intent API tells if a customer is ready to buy, or is in the awareness stage, or considering the purchase but not ready yet, and so on.

3. Social intelligence. Intent API delivers meaningful intents and behavioral information on a large scale and for all verticals. Any insights and topics, as long as somebody is conversing on this topic, are available.

4. Teams and projects. Intent API channels information to the relevant departments within the company. Sales prospects should go to sales department, complaints to customer service, brand conversations to the marketers, and technical issues to tech support.