Conversational AI analyzes the user's questions or comments and understands the semantics of the language instead of just analyzing keywords. Advanced Conversational AI solutions can easily understand sentences, including spelling mistakes, dialects and slang in the same way a human customer service agent would do.
Furthermore, advanced solutions can easily understand, analyze and remember the discussion context and return to the same topic over several questions and answers. For example, a user could ask,"Are there any trains to Cambridge today?" and continue "How much is one ticket?" (to Cambridge). The service bot should pick up the context and respond "Do you want a full price or discount ticket?" (to Cambridge by train).
Conversational AI is based on several advanced technological components, such as Natural Language Processing (NLP), Machine Learning, intent recognition, entity extraction and speech-to-text converters. Fortunately, today you do not need to integrate individual components. Everything is available as easy-to-use, pre-integrated and scalable SaaS platform.
The training of Conversational AI is not an IT project. Training is based on a set of example questions or requests that you describe. The neural network learns to understand the semantics by analyzing the examples you provide. Modern NLP-optimized networks only need a handful of questions per intent. “Intent” is an NLP term that refers to an interest area, topic or request that users might want to explore.
A service partner, like Front AI, can guide you through these steps and help you to get started with a proof of concept.
This enables you to try out the technology before making any final decision. We will share best practice for Conversational AI and training and ensure that your production solution is up and running in a few weeks. Once your service bot is in operation, you will continue training it and adding more intents based on user conversations and feedback.
You may also want your service bot to handle transactional requests, for example, to book an appointment based on a user request. Integration with back-end systems and third-party databases delivers even more value from your Conversational AI investment.
Well-trained service bots can deliver a superb customer experience and give the customer service agents superpowers to handle hundreds of customer dialogues in parallel.