How automated assistants appeared
Creating a machine that behaves like a human has long been considered
Chatbots were once the cutting edge solutionused only by the largest companies in the world. A lot has changed since then. Such a surge in development is associated with the latest advances in the field of AI. Whereas just a few decades ago, most automated technologies were based on simple architectures based on hard scripts, now scientists have made great strides by learning AI-based algorithms.
Such robots can enter, read andclassify data, send or receive messages, recognize voice and text, communicate according to given scenarios, and make predictions and reports based on big data. The most suitable for robotization are repetitive, linear and well-defined processes that contain the same type of actions in accordance with given algorithms and patterns.
At first, assistants were only in text form, but the next round of evolution is voice robots. Now they are also widely used in business.
Text assistants in Russia
Text assistants, or chat bots - programs thatimitating text written by a person and able to maintain a dialogue in a chat. They answer customer questions based on given scripts or based on AI training on an array of data. And if the response requires human participation, the request is redirected to the manager.
The pandemic has confirmed the need for digitalbusiness presence. Once it was enough to have a website and a phone, but now chatbots are gaining global popularity. Not only do they become the norm and become part of everyday life, but they also take on the most routine tasks on which you can easily cut costs. 90% of calls can be closed without human intervention, and the implementation of a chatbot reduces 30% of customer support costs.
In Russia, they develop their assistants - sometimesthey think over some aspects that help the business to work more efficiently. For example, a chat bot for MegaFon's business does not even require the installation of additional equipment and the use of its capacities. Everything is in the cloud, access to the product is implemented through a web interface, and employees will have no problems understanding it. But you can install the assistant on your servers.
Moreover, AI will constantly improve -learn from the dialogues between customers and operators. The assistant can prompt the operator when he takes over the call, and even if he could not help, the operator has a quick search in the knowledge base, where AI will quickly help you find the information you need. After that, you will no longer have to return to this problem - AI will be able to take it upon itself.
There are also more subtle settings - for example, the systemMegaFon can control the confidence of AI in the answers. If the AI is 70% sure of its answer, then it will transfer the request to the operator, and if it is 90-95% sure, then it will answer itself.
Voice assistants
From supporting customer service to acquiring new customers, voice assistants are a huge business opportunity that many companies have yet to exploit.
Initially, voice assistants began to developmegacorporations. But now the technology has become much more accessible - it finds application in a wide variety of corporate functions. Some solutions, for example, MegaFon, can be used directly from the cloud or use servers - if it is more convenient for the company.
A new wave of popularity is evident from the statistics:According to the Global Banking and Finance Review, 88% of business leaders believe that voice assistants can help grow their business. On the consumer side, according to research conducted by Google, 52% of users are ready to use an AI-based voice assistant on a daily basis. They stated that they are ready to receive information about the brand's products through this technology.
An example of interaction with a voice bot: an invitation to a dental clinic
How do they work?
Automated assistants may seem the same, but in fact, from the technical side, they are made completely differently and use different approaches.
- Natural Language Processing (NLP) Component- teaches the machine how to understand what the person says, determines the commands and intentions of the user. The software assistant as part of the automated assistant processes them.
- Automatic Speech Recognition (ASR)— converts the speech signal into text, displayingsequence of audio inputs to text outputs. Virtual assistants such as Siri and Alexa use ASR models to assist users on a daily basis. We also owe ASR to other functions— for example, “live subtitles” and parallel recording of text during meetings.
- Natural Language Processing (NLP)is a field of AI that helps understand text and words in much the same way as a human does.
- Natural Language Understanding (NLU)responsible for purposeful conversations betweenuser and machine. To do this, the machine must understand natural language in order to classify the user's message. This understanding is not semantic, but a prediction, his machine makes based on a set of learning phrases.
- Natural Language Generation (NLG)- the process of using artificialintelligence to create text. NLG systems are used in customer service chatbots or automated question answering services such as Siri and Alexa.
- Voice Synthesis (TTS) —can be used in any speech-enabled application that requires text-to-speech conversion.
- Speech Recognition (STT)- allows you to transmit speech and receive text back.
An example of interaction with a voice bot: offering a discount on glazing
What can text helpers do?
Chatbots help sales managersautomatically collect orders, unload technical support, solve the same type of requests (for example, connecting and disconnecting services), expand the sales funnel, processing most of the customer requests.
In the era of the development of instant messengers and textcommunications chatbots are one of the most convenient communication tools. They became even more relevant in conditions when foreign services began to leave Russia. 65% of buyers prefer to write to the company rather than call.
The bot will easily support a conversation with such customers -he will consult at any time, accept payment, make an appointment and solve many other problems. 58% of companies using chatbots report a reduction in personnel and business process costs.
Chatbots are easy to integrate with othersautomation tools. For example, it will not be difficult to create a multi-channel cloud call center in which a chat bot will process text messages coming from the site, from various social networks and instant messengers, and a voice bot with an individual voice, intonation and speech rate will process calls.
What can voice assistants do?
Voice assistants serve customers betterthey are always available to answer inquiries, process payments, track and provide updates on orders. In addition to 24/7 support, they have a great understanding of user needs. Before answering questions, they use previous data and search queries, and pull up customer information using machine learning to produce accurate results.
An example of interaction with a MegaFon voice bot: interrupting technology
E-commerce especially benefits fromusing voice assistants as they make it easier to find products. This is how voice assistants increase website traffic and app usage by making it easier for customers to complete tasks.
Although voice assistantsprogrammed, they have a special character, specific tones, accents, intonations, tempo and rhythm of speech, which help to express emotions, which strengthens the trust of customers. They also speak different languages. This means that customers can speak to them in their native language, making the whole experience more personalized.
Companies using voice assistants are promoting inclusion by helping people with disabilities access products and services.
What's the use?
According to IBM, automated servicesprocess data 25 times faster than a live employee. At the same time, AI does not experience stress and overload. This means that they can be entrusted with routine tasks and direct expensive human resources to more important goals, saving the company time and money.
Businesses automate many tasks in bulk:informing customers about products and the status of the order, processing the return of goods, processing requests to the company. For example, a voice robot can call customers and talk about new promotions or call a cold database, transferring warm leads to managers.
Automated assistants can start a conversationon the site with a visitor, for example, also tell about the promotion, motivate him to leave contacts, and then transfer leads without the participation of employees. Thus, bots not only take on key routine tasks, but also optimize conversion at the first stage of the funnel and increase sales.
An example of interaction with a voice bot with subsequent transfer to an operator
What the MegaFon chat bot can do:
- There are no restrictions on the number of users, connections of new employees to the system are not charged.
- Integrates with many instant messengers and social networks.
- Easy to set up, no programming required.
- The chatbot can work as an assistant that gives hints to operators.
Generated responses or live ones?
Pros:
- AI is cheaper and easier
The company can generate texts and audio,performance will rise. The business can focus on other important aspects. But even here human control is needed, algorithms will only help reduce the workload of living specialists.
- It's easy to customize to your needs
Chatbots and voice assistants can be trained and applied in all areas, adjusting to the needs of the business.
- Covering multiple platforms at once
Chatbots can easily respond to clients across platforms, and voice assistants can easily be adapted to phone consultations.
- Texts and audio quality
Through different patterns or AI training onthousands of qualitative answers are created in the data array. For a company, automation can generate multiple iterations of texts and easily convey complex information.
- Easy personalization
AI is the ease with which content can be adapted to different audiences. You can cover all platforms at once.
An example of interaction with a voice bot: an invitation to a dental clinic
Minuses:
- Lack of understanding of human behavior
AI works well with data and can learn fromthem. But in some cases, they lack the knowledge and emotions to keep up the conversation in a problem situation. Therefore, while they work best in conjunction with live operators.
- AI responses are often binary
Chatbots can tell you about blacks and whites, but not cover gray areas where it is impossible to give a definitive answer based on data.
- AI knowledge is still limited
AI works on the basis of data and facts, it cannot come up with new ideas. Therefore, the success or failure of the implementation depends on its training and the quality of the data.
- Emotions
AI messages and texts may lack emotion. The machine can talk about the appearance and characteristics of the product, but cannot provide additional arguments or express an opinion.
6 Examples of How Businesses Can Use Assistants
- Product Consulting
One of the strengths of automatedassistants is quick access to information. In a matter of seconds, they can find data about the service and provide it to the client. This function can also be used for the internal needs of the team.
- Troubleshooting
Assistants can collect data about common errors or problems from clients.
- Appointments
Voice and text assistants can do routine tasks, such as making and canceling appointments.
- Order Tracking
Customers who are looking forward to a package will love this feature. After placing an order, they can check the delivery status using a chatbot.
- Refund
Online shopping is used by more and more users. But they are not always satisfied with the ordered goods. The return of goods can be fully taken over by an automated assistant.
- Applications and registrations
Signing up for a gym, applying for a loan, or applying for a job - bots can collect the same type of data. In the case of voice robots, data does not even have to be entered.
The future of voice assistants and business
According to Juniper Research, by 2023 chatbots willwill help retail, banking and healthcare businesses save $11 billion in customer service alone. At the same time, they saved more than 2.5 billion hours.
Researchers believe that chatbots andvoice assistants have a great future. They will be able to provide a more personalized customer experience and be better able to adapt to even the most niche needs.
In addition, they save companies money bycustomer service, internal processes and marketing goals. There is a huge potential for the implementation of chatbots on websites, applications, social networks and any other platform.
How automating conversations will make your business better:
- Customers want business continuity.
- AI-powered robots will help transform the customer experience and make them more satisfied.
- Chatbots can help you expand your customer experience.
- Customers want fast answers.
- The client is not tied to a specific location.
Reklama, PJSC MegaFon
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