Try to recall the last time you got quality service. Was it a human or a bot? Can you imagine a line of customers on a support phone call? Isn’t it hard to do nowadays? Instead of hours of waiting, the chatbot immediately picks up the customer’s question and takes on the task of first interaction. It instantly answers the users and finds out their intentions.
It’s a set of technologies that makes it possible for devices and apps to communicate with real people in their natural language.
Using machine learning and natural language processing capabilities, conversational AI collects, analyzes, and processes text, and then composes human responses. Chatbots and devices using conversational AI get smarter over time. They improve based on data and analytics from conversations.
In addition to communicating with people, AI-based technologies can also perform tasks by connecting to internal and external systems and services. In other words, chatbots and devices using conversational AI are not limited to their data or knowledge. They can find answers and solutions by connecting to other computers. Today, this technology is in demand and is used in many spheres like healthcare, retail, accessibility, banking, IoT, HR, etc.
As of 2022, 53% of U.S. adults have interacted with an AI chatbot for customer service in the past year. What is more, 3.5 billion chatbot apps were used worldwide
Conversational AI in 2022
And now let’s talk about the trends we’ve faced in 2022.
Technologies for transmitting robot emotions
Technologies in the field of conversational AI are actively developing. Their speech is becoming more and more varied and emotionally colored. Hybrid synthesis technology makes it possible to change the words in the voice bots’ replicas recorded by the speaker’s voice by editing the text and thus voicing numerous variables, with the generated speech repeating the speaker’s intonation and emotions, sounding natural and not out of context.
The dialer is unavailable
Phone robots have learned to perform well in telemarketing, but this has also had the opposite effect. Mobile secretaries have appeared that can take a call and send the text of the conversation to the caller’s messenger.
A complete breakthrough in 2022 is Amazon Lex, Microsoft Azur, and Messanger Platform (Meta).
Amazon Lex is a fully managed artificial intelligence service with advanced natural language models for designing, embedding, testing, and deploying speech interfaces in applications.
When it comes to technological innovation, a giant like Microsoft is not a company that shies away from implementing AI. Microsoft Azure is an AI service that provides Power Virtual Agents to create conversational bots. In addition, Microsoft Azure does not require any coding from the user to create these AI chatbots.
Mets’ conversational bot makes it possible for businesses o respond to consumers via Facebook social media. Meta’s Messenger Platform provides a conversational AI that facilitates the customer experience on Facebook pages.
What’s next? 2023 Conversational AI trends
The future of Conversational AI:
· The use of voice assistants will increase;
· There will be more AI in contact centers;
· Conversational AI will become smarter, using deep learning and deep reinforcement learning;
· Robots will learn to receive direct payments via chat;
· Conversational AI will integrate with augmented reality and IoT.
Kevin Frederick (Managing Partner of OneReach.ai) believes that data will be used to proactively anticipate needs. It’s likely that in 2023, we’ll see the use of data to solve customer problems go even further: brands will create proactive services that proactively anticipate customer needs before they arise. So, brands will not wait for customers to contact them about a problem but predict the possible issues that are likely to emerge. According to Nithya Thadani, CEO of RAIN, the use of Voice-Activated Assistants will increase next year.
The conversational artificial intelligence industry is growing rapidly. Bots are quick in acquiring new knowledge, just like children. “Smart” assistants learn how to correctly convert sounds into words, understand the meaning of a question, consider the context of the conversation, and respond appropriately to the context. Now they are found in some particular areas. But with such rapid development, they will soon be widely spread and become indispensable parts of any industry.
So, what is your forecast for the development of conversational AI?
All the best, Aliya!