ROLE AND IMPACT OF CONVERSATIONAL AI IN QA

Predicting the future isn’t magic,

It’s Artificial Intelligence

You have surely spoken with countless machines throughout your life, be it a support agent when you call your internet provider, an online bot on a website when asking how you can reschedule your flight ticket or asking Siri to recommend you where to get a good pizza nearby. With the increasing number of devices and the busy lives today it is almost impossible to interact with apps visually and the solution is conversational AI. What differs all these technologies from one another is how intelligent they really are and that’s where Conversational AI comes in.

For centuries storytellers as well as scientists dreamed of building machines that could understand and respond in human language. And that turned out to be very hard because language is incredibly complex. Our brains are wired to be good at it but computers are not. Conversational AI is the technology that ultimately enables machines to naturally interact with humans via language. It is a subset of artificial intelligence that leverages concepts like neutral networks, machine learning and others and makes them available to build useful applications with it like hands-free control while you’re driving, Siri waiting for our command or even virtual agents that assist in customer support on phone lines. Conversational AI has two key components:

1. Natural language understanding or NLU: – It is an AI driven capability that can extract meaning from written or spoken text. Thinking of something simple like asking “What time is it?”. There are many ways humans can express this question and NLU can process them in real time and recognize the underlying intent. It’s what makes conversational AI smart.

NLP Natural Language Processing cognitive computing technology concept.

2. The ability to deploy NLU to actions: – It is the toolbox that brings AI powered conversation to life on the end user’s screens, devices, cars and so on – and it connects them with whatever is needed to reach their goals like play a song, reset my password, file an insurance claim or anything else that can be done with language. And this enables them to not only chat, but to get things done.

How to build effective conversational AI applications?

Conversational AI applications have the potential to change the way you do business and build relationships with your customers, your employees and stakeholders but this system will not build itself. To build an effective conversational AI application you need to know the basic things which are: –

·   Technology basics

·   Setting clear business goals

·   Project scoping

Conversational AI is mainly used in businesses for marketing, sales and support to carry along the entire customer journey. Moreover, we can use it in the field of healthcare, automation, technical websites, educational websites and other expert systems. In marketing Conversational AI is used for consulting firm professional services. And there are people who do analytics for Conversational interfaces as well. Sales and customer service chatbot use cases for small and medium sized businesses. There are most popular so-called Alexa or Okay Google or Cortana but there are also regular chatbots that some small and medium sized businesses like an ice-cream store where you can order ice-cream straight through the chatbots. It is the boon that can help to optimize any job means that as always, its not Artificial Intelligence versus Human Intelligence rather it is a combination of Human and Artificial Intelligence versus the actual problem statement. 

Conversational AI helps companies in gaining multi-exposure process to improve their customer experience.

How does Conversational AI Work?

The chatbot’ job is to understand what our intent I so if we type in ice-cream into  a chatbot where you can order ice-cream it’s not natural that the computer just automatically understands that you want ice-cream it could mean anything to the computer because the computer doesn’t have that much context which is what makes chatbot so incredible because they can detect what you are intent so when we present that information to the Natural  Language Processing Layer it detects alright well what is user looking for and then it will sent it to the appropriate part a database or knowledge base data storage or running a function and then respond back to  us the human with something intelligible your ice-cream has been ordered or this is the weather today.

So, what is the difference between a chatbot and Conversational AI?

Conversational AI can be used to build really powerful chatbots but a chatbot is just one channel – and conversational AI is designed to assist users on any channel in spoken or written language whenever they need it. And ultimately it brings back the most natural way of interaction which is language to our technology driven world.

What is customer service quality assurance?

It’s a way to measure aspects of performance that your helpdesk software doesn’t. you really need to follow a few steps to use the right brand voice and to make them empathetic.

Step 1) Identify the issue you want to solve.

Step 2) Decide the resource you can allocate to QA.

 Step 3) Make a scorecard of the quality metrics that you want to judge.

Step 4) Appoint a team leader or QA agent to randomly select tickets and score them. 

Thinking about doing Quality Assurance for the customer service team? Then here is your solution with https://bit.ly/QAprogram .

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