With technological evolution, conversational AI is advancing at a fast rate. With the addition of disruptive tech in AI’s cerebral capabilities and the rise of demand for AI’s skill sets, the technology is now hot in 2021. Conversational AI Platform is going to become more awesome in the future with its new abilities and continued addition of attributes.
COVID 19 has accelerated the adoption and increased the demand for smarter AI
Businesses across the board and government agencies and healthcare providers utilize AI technology as an effective tool to minimize the enormous overnight influx of customer inquiries that the pandemic created. The faster rate of adoption had an interesting side effect. It became clear that not every chatbot is created equal. During the time prior to the pandemic, it may have been enough to launch a simple FAQ. During COVID, businesses such as banks and insurance firms with complicated product and policy systems are dealing with heavy traffic volume, and traditional solutions buckle under pressure.
A shorter development cycle with technology to match
Another interesting fact about the Conversational AI Platform trend is that it is emerging over the past year in transitioning from long and lengthy pilot projects towards improved development cycles. Businesses are wisely adopting AI development due to the pandemic so that returns will be seen much sooner.
Vendors’ technology and implementation practices are already beginning to make accommodations for the transition to keep up with this demand. Self-learning AI can become a major player in 2021. It allows for a considerable reduction in time to build and utilize virtual agents. It also assists in the maintenance and improvement of systems. The technology makes it possible to scan and index the existing website of a company and utilize pertinent information to develop usable models in a matter of hours. It is something that typically takes weeks and hundreds of hours to perform manually.
Data-driven virtual agent design will become more critical.
Since more and more businesses are becoming reliant on conversational AI to make large portions of their customer service interactions, automated analysis of data and applying the insights to build optimum customer experiences will become a critical factor. Next year, it is predicted that over 70% of white-collar workers will be interacting with virtual agents or chatbots in some manner on a regular basis. Both the vendor and business will need, by necessity, to move beyond fundamental design principles that have been the trademark of chatbots for years to engage end-users effectively.
The current year’s conversational AI will deliver personalized and contextual dialogs that provide a touch of humanity. They will be understanding and remembering the context of a conversation as well as past conversations and user preferences. They will have the ability to amaze users with their intelligence. It is also possible for them to carry the context across numerous conversations to further understand past and future requirements. With their human-like conversations, they can optimally understand sentiments and moods as well as appropriately respond. These AI can be leveraged to cross-sell and upsell products as well services to consumers.
Augmented reality and conversational AI
Augmented reality in chatbots is a new technology that can take that engagement level and usage to new heights. AR is a nascent technology for mobile and web applications, and users are not accustomed to the usage of AR yet. Chatbots utilized within an application help facilitate the usage of the technology. Depending upon the behavior of the user and where they are on the buying journey, they can be encouraged further by the utilization of AR by bots.
Enhancement of new skill sets
Designing and engineering a conversational AI system is no longer the exclusive domain of developers and computer scientists. Enterprises, including business users and implementation teams, are collaborating in developing and maintaining applications concerned with conversational AI. It proves that the current technology will bring in transitions in the skill sets required by businesses and provide potentially new employment advantages.
Scriptwriters will have to make sure that the conversation flow will include everything from brand values to open-ended questions. The reason is to understand the needs of the customer better. Team leaders will need to be up-to-date not just about business processes but about the quirks of those processes that could cause a trip to chatbots. Designers will need to enhance their visual understanding and come up with engaging avatars capable of conveying emotion within the conversation. The list goes on.
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