The Vectors of Progress in Conversational AI
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The Vectors of Progress in Conversational AI

By CIOReview | Thursday, June 23, 2022
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Innovators are working to overcome the existing limits of conversational AI, and they anticipate that this will result in the widespread use of conversational bots in the near future.

Fremont, CA: The adoption of conversational AI solutions, such as chatbots, virtual agents, and voice assistants, has surged due to COVID-19 throughout the past few years, particularly in the past year. In many industries, the volume of interactions handled by conversational agents surged by as much as 250 percent, according to data from major conversational AI companies. 6 Numerous firms are already receiving tremendous benefits from these solutions. According to a recent survey, almost 90 percent of organizations indicated faster complaint resolution, and over 80 percent reported increased call volume processing using conversational AI technologies.

The Vectors of Progress in Conversational AI:

Training conversational agents

Conversational agents must be trained on the domain-specific content they will encounter. A contact center chatbot, for instance, would require training data such as live agent logs, transcripts of prior conversations, and frequently asked questions. However, typical rule-based or manual ways of training conversational bots are laborious and time-consuming. The procedure can take between six and nine months. 9 And it often leads to inadequate comprehension and unsatisfactory, even biased, conduct. Improving the training procedure is one of the most prevalent types of innovation in conversational AI. The focus of innovations is on automating and expediting the training process in order to comprehend user inputs better and increase response quality.

Personalization for better performance

Customers are more likely to perform the intended action when chatbots personalize talks. Personalization may greatly improve the user experience, operational cost, and business outcomes of a chatbot. Personalization is a significant area of innovation, accounting for approximately 16 percent of the patent in one survey. One patent, for instance, outlines customer service employees who adapt their communication style in real-time based on the characteristics of their consumers. If the customer is impatient, the agent will speak more quickly; if the customer is really dissatisfied, the digital agent will bring in a human agent.