Chatbots, Virtual Assistants & Conversational AI
How Conversational AI Transforms Virtual Assistants and Chatbots
Conversational AI (or Virtual Assistants) are propelling the world with astounding levels of automation that drive productivity up and costs down. New advancements of technology are upgrading today’s traditional chatbots to advanced virtual assistants. Chatbots are a manifestation of Artificial Intelligence (AI) via the simulation of conversation with human users. They obey automated rules and use capabilities called natural-language processing (NLP), and machine learning (ML). Working together, these advances allow chatbots to process data and respond to all sorts of commands and requests.
Task-oriented (declarative) chatbots are the most basic level of chatbot; they serve one purpose and perform one function. Using rules, NLP, and perhaps some ML, they respond in an automated but conversational-sounding way to user inquiries. This type of chatbot is very structured and applies specifically to one function, often support and service functions. One example would be interactive FAQs. Task-oriented chatbots can deal with conventional, common requests, such as business hours — anything that doesn’t call for variables or decision-making. They may use NLP but not in a sophisticated or insightful way. Today, these types of chatbots are practically everywhere.
Chatbots Upgrade or Replacement: Conversational AI
Data-driven and predictive (Conversational AI) chatbots are also known as a Virtual Assistant, Virtual Support Agent or Digital Assistant (Digital Worker). Apple’s Siri and Amazon’s Alexa are examples of consumer-oriented, data-driven, predictive AI chatbots. They are far more advanced, capable, personalized, and sophisticated than the simple task-oriented variety.
Conversational AI is a contextually aware Virtual Assistant, using natural language understanding (NLU), NLP, and ML to actually acquire new knowledge even as they operate. They can also utilize their predictive intelligence and analytics capabilities to personalize a response based on user profiles or other information made available to them. A Virtual Assistant can even remember a user’s preferences and offer solutions and recommendations, or even guess at the person’s future needs, as well as initiating conversations.
Advanced Virtual Assistants can connect single-purpose chatbots under one umbrella. The Virtual Assistant can pull information from each chatbot and aggregate allow that to answer a question or carry out a task, all the time maintaining appropriate context.
Aisera delivers an AI Service Management (AISM) solution that leverages advanced Conversational AI & RPA to provide an end-to-end Conversational AI Platform. These advanced AI capabilities automate tasks, actions and workflows for ITSM, HR, Facilities, Sales, Customer Service, and Operations. Now businesses can deliver greater self-service resolutions through consumer-like service experience for employees and customers. Digital acceleration and transformation is achieved in seconds with Aisera.