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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 - Utilize Time & Money Saving Tools

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

Published: Friday, July 23, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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