Artificial Intelligence: communication beyond the bots

Nowadays, chatbots are common to simulate how a human would respond to our searches. Obviously, on the wide internet world, where there are all kinds of experiences, from  the most basic chatbots that are easily recognizable for having a limited number of questions and answers, to most advanced ones. However, so far, the Artificial Intelligence could not reach the human intelligence in order to improve what both intelligences are recognized for, assertiveness and empathy.

 

In the recent years, the Artificial Intelligence improved considerably in machine learning, deep learning and voice and image recognition systems, that allows the development of virtual assistants, able to interpret more and more and humanize the virtual world.

 

Sergio Cusmai, CEO of Cognitive, company of AI development, part of Apex America group, was brave enough to go beyond the bots and create a new  AI tool specialized in Customer Experience focused on Machine Learning and that together with personalized attention experience of Apex America, gave birth to a new service: Alfred CX.

 

“Thanks to the automated learning capacity, Alfred self-feeds itself with every interaction to improve the precision of the answers, something that is possible due to a supervised and an unsupervised learning experiences. The supervised one happens when the tool is not sure about the answer, then submits the service to a professional, and, so, it keeps learning.  Also, the unsupervised one occurs when it responds and interacts with the user independently”, explains the CEO of Cognitive, an Argentinian company with international recognition.

 

Artificial Intelligence is used nowadays in many ways. The OLX Company, for example, announced recently that applies it when a user posts a picture of a car for sale. The technology is able to detect the image, and to recognize information such as brand and model, and to suggest a title for the post.

 

When it comes to direct interaction with people through different channels, the advances are also remarkable. “Alfred has the ability to identify the user who it is talking to, and to offer a product with high probability of sale. Also, it is able to ‘sense the mood’ of the conversation, and, then, choose the best moment to offer products that are probable to be sold”, explains Cusmai. So he adds: “Besides the channels that probably people expect to interact with – such as Twitter, Facebook, WhatsApp, or Instagram, - Alfred distinguishes itself by the fact that it can also process audio and voice, and not only in Spanish. Furthermore, for having several levels of classification and neural networks competing against each other to interpret the user intention, added the fact that it incorporates supervised and unsupervised learning simultaneously, it reaches an initial performance of 70% of assertiveness and in sustained growth.

 

In this way, after launching the chatbots, the initial excitement around it turned into antipathy for many users, due to some creations not very ambitious. Nowadays, AI is used to enrich the different communication channels. It has potential to become a great ally, especially to customer service field. Alfred has the ability to interpret voices, which means an immeasurable time saving. “When we call for a 0800, we are used to be attended by a machine which gives us ten different options to choose the best according to our demand, and, then, we are introduced to another menu with more options. Alfred, does the opposite, it greets you, asks how it can help you, understands your message and, in case it does not get that, it directs your call to a specialist”, says Cusmai.