Bots and AI
Companies are always searching for ways to improve their relationship with customers, bring new and attractive offers and, of course, be more efficient in a cost perspective.
Innovation is key for that.
New technologies are available today to leverage business, like Bots, AI, Machine Learning, Sentiment Analysis, Object Recognition and Cognitive Services.
According to Gartner, Bots will be used in most commercial communications by 2020.
So, what are Bots?
Virtual and automated assistants that interact with humans.
Programs designed to convincingly simulate how a human would behave as a conversational partner. (Wikipedia)
And why should we use a Bot?
- They can provide a more natural computer / human interaction.
- They are efficient and easy to be used.
- They adapt to the user depending on circumstances.
- They can be available wherever you are (Web, Desktop, Mobile, even in our cars).
- Bots can integrate with many different services, like voice assistants, chat tools, social media and search tools.
There are many options in the market for Bots, but the challenge is to choose the right ones and be able to connect them to get to a consistent solution.
Many companies are already benefiting from Bots, to assist customers on product orders, provide music recommendation, health orientation, personal styling, among other services. In fact, any company that interacts internally or externally with real people can benefit from Bots.
But Bots need AI to evolve. Using Natural Language to interact with humans in a more humane way is a big improvement from command prompt interfaces. People don’t have to mimic a machine passing rigid commands into the computer.
With Natural Language, computers are capable of making sense of intensions, extracting keywords and figuring out what we need from them, even when we express ourselves the same way we would do as if we’re talking to another person.
Bots should be intelligent enough to keep up with conversations and remember things, even for short periods of time.
Bots are one piece of the solution. The piece that interacts with the user. There’s a lot more going on behind the scenes and Artificial Intelligence is one of them.
Artificial Intelligence is not something new, though. Since 1950s, scientists like Alan Turing, Arthur Samuel and John McCarthy were involved with AI. But they did not have the 3 pillars that allowed this big evolution:
- Big Data
- Powerful Algorithms
- Cloud Computing
The goal of Artificial Intelligence is not to replace humans or take over their jobs.
Its goal is to empower humans.
Its goal is to help people extract useful information from data that wasn’t available before so they can find new ways to solve problems.
Ingenuity is the quality of our ability to be creative, to be original and find different ways to keep things moving forward.
So, remember that successful solutions depend on quality data, efficient algorithms and good ideas!
Gil Seabra and Carlos Cardoso