TECHNOLOGY
Conversational artificial intelligence calls on human help A positive example of conversational AI in use today can be found at AGCO Corporation , the American agricultural machinery manufacturer that implemented advanced chatbot technology to deal with the many customer enquiries it receives on a daily basis , explains Soeren Bech , AVP , Persistent Systems .
“ The CAI bot can not only answer questions about which component is required for a certain use case and the stock levels of those parts , but it can also elevate the conversation to include a call to action , asking customers , ‘ Do you now want to order this part ?’ before processing sales requests ,” says Bech . “ And , for anything the bot can ’ t handle , a seamless transition from AI to a real human elevates the experience way beyond the rudimentary chatbot solutions of the past .”
The size of the chatbot market is forecast to reach around US $ 1.25bn in 2025 , a great increase from the market size in 2016 , which stood at just over US $ 190mn , says Magnus Falk , CIO Advisor , Zoom , which indicates the chatbot industry will become one of the driving forces of business communications .
“ Technology such as sentiment analysis and predictive analytics will become more mainstream in chatbots ,” says Falk . “ This will help them become more conversational , adopt more human-like capabilities , and more intelligently understand the conversations and the intent of the queries .
“ With the help of sentiment analysis , chatbots will be able to understand whether a conversation is going well and respond to customer emotions accordingly , improving effective communication and user experience .”
“ WITH THE HELP OF SENTIMENT ANALYSIS , CHATBOTS WILL UNDERSTAND WHETHER A CONVERSATION IS GOING WELL AND RESPOND TO CUSTOMER EMOTIONS ”
MAGNUS FALK ZOOM
108 December 2022