Human to human communication is progressively being replaced by the human to computer interaction, while the prevalence of online sales and distribution is increasing rapidly. Advances in machine learning and data mining offer new opportunities in e-commerce to support and assist customers. One ongoing trend is the application of intelligent virtual assistant.
What is an Intelligent Virtual Assistant?
An Intelligent Virtual Assistant is an artificial intelligence system that emulates human interaction to perform particular tasks, like customer service. Virtual Assistants are proliferating because of deep neural networks, machine learning, and other advancements in AI technologies.
What is an Intelligent Personal Assistant?
An intelligent personal assistant (IPA) is software that has been designed to assist people with basic tasks, usually providing information using natural language.
There’s no doubt that 2018-19 is an exciting year for Intelligent Virtual Assistants (IVAs) and artificial intelligence.
“I think in 2018 we will start to see enterprises embracing ‘real omnichannel’. In the past, claims about omnichannel service have been exaggerated, but this year I believe we will see real omnichannel service that can carry context from one channel to the next among IVAs. — Mary McKenna, Director of Product Management”
5 Predictions for Intelligent Virtual Assistants in 2018-19
“Personalization will also be a major trend this year. Customers expect convenience and efficiency in service transactions. Knowing the customer’s current journey history will allow enterprises to delight customers with tailored service and improved efficiency of interactions. — Mary McKenna, Director of Product Management“
“Increased personalization will mean that IVAs need to make better use of customer data to offer more personalized experiences across channels. To help IVAs achieve this, enterprises will need to rethink the way they are storing and using the data. — Priyanka Tiwari, Senior Product Marketing Manager“
“IVAs will start to go beyond simply capturing sentiment and start to detect emotions, such as frustration, anger or happiness. There will also be much more focus on ensuring that machine learning systems do not create bias, and companies will have to focus on “ethical AI”. Customers and prospects will demand that vendors can prove their systems have protections against “learning algorithms/systems” that create bias. — Erik Lamb, Senior Product Manager“
EVOLUTION OF CHATBOTS
“Basic Chatbot technology will fall out of favor when companies realize certain chatbot technologies don’t meet their needs and create a poor experience for their customers. The subtle but powerful differences between IVAs and chatbots will become more understood by buyers, and chatbots will take their place as a lesser technological solution for improving the customer care experience. — Erik Lamb, Senior Product Manager“
“The trial period is over for chatbots. 2016 was the year of inception for chatbots, 2017 was the year when chatbots became useful, and 2018 will be the year when people will demand ROI from chatbots. Chatbots need to stop being a novelty and start adding more intelligence to evolve into an actual channel of customer communication. Otherwise, they will be replaced by their more mature and intelligent elder sibling – an IVA. — Priyanka Tiwari, Senior Product Marketing Manager“
“IVAs will grow more sophisticated as enterprises move away from simple chatbots to conversational AI solutions that work across channels. According to Gartner, by 2020, 25% of customer service and support operations will integrate Virtual Customer Assistants across engagement channels, up from 2% today. — Valerie Bonaldo, Market Intelligence Manager“
BLENDING AI AND HUMAN UNDERSTANDING
“New ways of using humans to augment machines will emerge. In many cases, interacting with an automated system or a human will be imperceptible to the end user. — Erik Lamb, Senior Product Manager“
“Enterprises will become aware of the importance of blending AI and human intelligence. This is important to teach the systems and ensure that IVAs are truly able to improve the customer experience. — Valerie Bonaldo, Market Intelligence Manager“
Can You Trust Intelligent Virtual Assistants?
Have you ever worked with Siri, Alexa, or Cortana? These all started as consumer-facing virtual personal assistants (VPA), used in most smartphones and for products like a voice-activated television remote. But as of late, VPAs are evolving into Intelligent Virtual Assistants (IVA) for business applications. some communications vendors are now using IVAs to support business functions like arranging meetings and conference calls.
What will artificial intelligence look like in 2030?
We’ll see more technology in terms of smart homes that understand your behavior and change the heat and do various tasks around the home. You’ll see medicine improve. You will see limited driverless car markets that provide some local transportation options.
We will live in an improved world but we’re also going to have to start grappling with the issues of job displacement, if more and more taxi cab drivers lose their jobs, if more and more manufacturing technologies go over to 3D-printers and robotics. We’re going to see a global shift in low-wage, low-skilled jobs. So in 2030, we’re going to have a much bigger debate on what we do with people who need retraining. In concert with that, you’re going to see companies held hostage by the need to have hard-to-find roboticists and PhDs in artificial intelligence attend to, maintain, and fix these systems.
For a business or service, it is important that it is capable of “doing things right” to satisfy the customer or user. If you too are looking forward to Artificial Intelligence Services for your business, then, Binary Informatics is the complete AI solution. Come to us and speak up your AI requirements.