Technologies used in Conversational AI
Automatic Speech Recognition (ASR): ASR as a user interface has become ever more useful. This technology is deployed when the voice needs to be interpreted to text.
Advanced Dialog Management: Dialog Management commands the actual context of the dialogues. For example, the user says “ I want to order pasta” the bot understands the same and will proceed to order. Then the user might say “ change it to pizza”. Here the user refers to an order that he had placed earlier. The bot needs to interpret the same and make relevant changes.
Natural Language Understanding: Natural Language Processing is the technology used by computers to understand the human’s natural language. AI can read texts shared in multiple languages as per the programming. Chatbots and voice bots use this technology to generate natural language according to the input that they have received.
It creates the responses by converting the computer-generated replies into a language that is understandable for humans. This technology uses dialog management to conduct this task seamlessly.
Machine Learning (ML): Machine learning is the capability of the computer to learn without exclusively being trained. It allows the software applications to become more accurate in predicting the outcome using the previous knowledge.
ML understands user behavior and guides the app to create better responses. Humans can also join machine learning in this task and together make the Conversational AI app a better interactor for customers.
How to leverage Conversational AI in Omnichannel approach:
After learning about its technologies and work process, it might seem lucrative to adopt AI for better customer service. Before that please make sure to identify the channels where you are going to implement the technology. When you are planning to improve the customer experience we need to evaluate available channels.
With our previous work experience, we have built various platforms to provide the solution to our enterprise's friends. By using MOBtexting's Conversational AI technology, you can provide live chat messages on various platforms like SMS, WhatsApp, Social media interaction as well as emails. Therefore businesses are using the omnichannel approach. With this, they can use multiple engagement channels and offer a seamless and enhanced customer experience. As a result of that, customers can engage pro-actively and expect a prompt response.
Benefits of Conversational AI:
This article has been authored by Sankar Suda, CTO of MOBtexting