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Article : AI & Business – Are Chatbots Taking Over?

#contactcenterworld, @diradtech

Author: Jolene Damian, Marketing Coordinator, DiRAD Technologies Inc.

With the invention and evolution of chatbots, some of the more theoretical types of AI are becoming frighteningly more possible…

AI is a term we have heard with greater and greater frequency over the past several years. In all actuality, the term "artificial intelligence" has been around for a long time. John McCarthy came up with the name "Artificial Intelligence" in 1955. The most prominent example of living AI right now, surprisingly enough, are chatbots.

Artificial intelligence a computer system that can perform complex tasks that would otherwise require human minds. Tasks such as visual perception, speech recognition, decision-making, and translation between languages. There are 3 types of AI, though 2 of those types only exist in theory. You won’t find living examples of this theoretical artificial intelligence, or super chatbots, yet. Let’s talk about these different types of AI, including the theoretical, but sometimes frightening to think about, types.

Are chatbots taking over the world?

First, there is AGI or "Artificial General Intelligence." This type of AI would be similar to the human mind, which is why it doesn’t exist yet. That is because we still don’t have a full grasp of how the human brain works, so to mimic it in AI seems like a far-off idea for the time being, though conceptually speaking, totally possible. When you think of AGI, or "Artificial General Intelligence" you could imagine the ‘I-Robot’ character Sonny, a lifelike humanoid bot.

Second, there is the highly theoretical and almost scary ASI or "Artificial Super Intelligence." ASI would be capable of not only functioning at the human intelligence level but perhaps even surpass it. It would be more intelligent and able to do everything a human does better because it wouldn’t have trauma or bias to deal with.

This theoretical AI would even be capable of feeling and expressing emotions. When thinking ASI think of every Sci-Fi movie that stars a super-intelligent bot that tries to take over and rule humanity.

Thirdly, there is ANI or "Artificial Narrow Intelligence." This is the type of AI we are used to seeing and is in existence today. An example of ANI that nearly everyone recognizes would be Siri or Alexa. These two examples are just super-intelligent "chatbots" that are programmed to know a lot, and I mean A LOT, of information.

A programmer must teach this type of bot all this information though, hence the term "narrow" being used to describe it. This type of AI is only as intelligent as it is programmed to be because it requires the human behind it to predict possible questions and know how to answer. Also, knowing which types of questions and answers to program can make or break a chatbot.

DiRAD has developed incredible business "chatbots" that we refer to as IVA- Intelligent Virtual Assistants. They are like Siri or Alexa, except they are programmed for a business’s specific needs. Instead of answering "What is the weather going to be like today?" (a common Alexa question) a company could have IVA, built to answer their most frequently asked questions and MORE.

It wouldn’t just answer "What are your hours?" or "Are you open?", though. It could go as far as to schedule meetings for you. It could then input that meeting into your company calendar and be intelligent enough not to double-book you. A customer could ask if you have a certain product on hand. The IVA could check through your stock database to answer that question- all without human intervention.

IVA and chatbots are far from taking over humanity, conceptually speaking. It’s fun to imagine what the future may hold for this incredible technology, though.

#contactcenterworld, @diradtech


About DiRAD Technologies:
Company LogoDiRAD implements technology solutions including call center software, outsourced customer care, Interactive Voice Response (IVR), mass messaging, and AI-based, omnichannel chatbot & voicebot technology.
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Today's Tip of the Day - Choosing a Vendor

Read today's tip or listen to it on podcast.

Published: Friday, July 23, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

4.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

5.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

6.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

7.) 
WorkGenda

WorkGenda
WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)
 

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