Artificial Intelligence: The Good, The Bad and The Ugly

Artificial Intelligence

Genesys Dialog Engine feature

Today, the distinctions between good, terrible, and ugly have blurred, making it difficult to determine what is real and what is not. And for those of us in the field of technology, the need to figure this out is crucial and continuing. This issue is one of the motivations behind a significant new Genesys Dialog Engine feature.

In recent years, there has been an increasing interest in artificial intelligence. There are several movies and articles describing how technology will “transform the world.” The AI demonstrated by vendors functions well and without defects. When I tell people I work in artificial intelligence, I am frequently asked, “Do you believe robots will take over the world?” People have high hopes for the capabilities of AI.

Exaggerated AI

The media has exaggerated AI to such an extent that its depiction does not reflect reality. All of this publicity has altered people’s expectations, especially regarding customer experience. And when it comes to customer service, resolution expectations have shifted substantially.

Accenture reports that 87 percent of firms concur that traditional customer interactions no longer satisfy customers. They want problem responses to be rapid, simple, accessible 24/7 via numerous devices and channels, and simple to reach. They anticipate far more than they ever did. This is an enormous request for businesses to meet.

Newly Elevated Customer Experience Standards

Numerous analysts and other specialists assert that bots or digital assistants are the solution to the newly elevated customer experience standards. Gartner forecasts that by 2022, machine learning, chatbots, and mobile messaging will comprise 70% of all consumer contacts.

The majority of businesses, however, do not employ speech scientists or traditional AI professionals that can assist realize this new vision. Have you ever attempted to construct a bot, for instance? Actually, it’s not that difficult. However, while constructing a bot, it is usual to be unaware of how well it will work for your consumers.

Utilize AI to Simplify Your Life

You might spend a significant amount of time performing manual testing, or you could try it out on a limited number of clients and search through reports or logs to find the solution. But what if you merely utilize AI to simplify your life? Or is this simply more marketing?

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The “Intent Accuracy Report” is a brand-new Genesys Dialog Engine function. Those with a background in data science or speech science may know this report as a confusion matrix, a special table style that facilitates the presentation of algorithm performance.

Identifies Opportunities

This new analysis provides insight into the performance of your bot in the real world and identifies opportunities for development.

The report will highlight intents that your bot may mistake with other intents while dealing with a customer based on the training utterances. It’s a visually intuitive report that identifies improvement opportunities before the bot reaches your clients.

Good training utterances are essential for any bot. Even the finest reports are compromised if the training utterances do not precisely mirror what a real client will say to the bot. However, we’ve got you covered with our best advice provided in the manual.

Genesys employs AI

Genesys employs AI to provide you with a prediction of your bot’s performance with real consumers, allowing you to have trust in your bot before it goes live.

You may report on the overall performance of the bot, but not on the training utterances. To determine how well something has done, you often want labeled data, which is typically difficult to acquire. It’s similar to most things in life, yet it sounds more difficult when AI professionals discuss labeled data.

Thousands of Live Client Utterances

To determine if the bot properly interpreted a customer’s speech and, consequently, to report on its performance, “something” must know the responses to thousands of live client utterances.

Soon, we will be able to exclaim, “Yes, we’ve discovered another another method for AI to make your life simpler!” At that time, you will have significantly more “good” and significantly less “bad” and “ugly.”

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