Dialogic Blog

AI, Bots, and Machine Learning - A Team for Future Communication Success

by Ben Levy

Apr 28, 2017 9:49:11 AM

AI bots machine learning

Artificial Intelligence, bots, and machine learning is starting to touch our daily lives. We have robots that clean our floors, cars that self-park, and an intelligent personal assistant on our phone that answers any of our questions.  How will these technologies affect our lives next? Soon, you will be interacting more with bots because it will assist our communication with other people.  To get an understanding of what this will looks like, we should first define some of the terms we are using.

Artificial intelligence (AI)

AI is intelligence exhibited by machines. In computer science, an ideal "intelligent" machine is a flexible rational agent that perceives its environment and takes actions that maximize its chance of success at some goal. This may be based on a better understanding of you and what you like, of the subject matter you are talking about, or of the subtlety of the language you are using.

The Rise of Bots

A bot is a software application that runs automated tasks (scripts) over the internet. Typically, bots perform tasks that are both simple and structurally repetitive, at a much higher rate than would be possible for a human alone. The largest use of bots is in web spidering (web crawler), in which an automated script fetches, analyzes and files information from web servers at many times the speed of a human.

Machine learning

Machine learning is the subfield of computer science that gives computers the ability to learn without being explicitly programmed (Arthur Samuel, 1959). Evolved from the study of pattern recognition and computational learning theory in artificial intelligence, machine learning explores the study and construction of algorithms that can learn from and make predictions on data – such algorithms overcome following strictly static program instructions by making data driven predictions or decisions. Machine Learning is a subset of artificial intelligence.

These technologies are all important to understand because they will play a significant role in how we communicate in the future. These technologies will not standalone, especially when it comes to communication, but likely will have to work together. Why? Because when these three technologies work together, it allows machines the ability to understand what you’re saying and respond like a human while collecting data and analytics – a huge cost saver and time saver in workflows especially in customer service.

With the proliferation of social networks and improvements in AI-enabled bots engaging customers over Facebook or Twitter will be a natural extension of customer service. Whether companies use it to look for negative comments, technical support, or ordering different services, this technology will improve the customer experience with your products or services.  However, this isn’t just a way of trimming costs. It give consumers a consistent response based on the question that have been asked not relying on the ability of the particular agent that happened to land the call.

Beyond messaging, bots will incorporate real-time speech-to-text technology that will turn every customer touch point into a consistent, informative session answered by artificial bots that never get weary of answering the same question over and over.

Here’s to the future!

Topics: WebRTC and Multimedia VAS, Communications Application Development

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