Master the art of Conversational AI Development

Master the art of Conversational AI Development

Table of Contents:

1. Introduction
2. The Power of Conversational AI
3. Technology Basics 3.1. Deep Learning in Computer Vision 3.2. Deep Learning in Natural Language Processing
4. The Complexity of Language 4.1. Nuances of Language 4.2. Entities: Extracting Concepts from Language 4.3. Intents: Understanding the Goal of the User
5. Deploying Conversational AI 5.1. Onboarding New Languages 5.2. Skills: Building Custom Use Cases
6. Setting Clear Business Goals 6.1. Customer Experience 6.2. Cost Savings 6.3. Revenue Growth
7. Who Are You Serving? 7.1. Customers 7.2. Employees 7.3. Partners and Supply Chain
8. Project Scoping 8.1. Conversations with Knowledge Bases 8.2. Conversations with Enterprise Applications 8.3. Conversations with Contact Centers 8.4. Workflow, NLU Engine, and Channels
9. Creating a Roadmap 9.1. Start Small and Expand 9.2. Deploying Virtual Assistants 9.3. Considerations for Language and Channel Deployment 9.4. Integrations and Serving Different Personas
10. Conclusion

Introduction

Conversational AI has the potential to revolutionize the way businesses Interact with their customers, employees, and partners. In this two-part webinar series, we will explore the fundamentals of conversational AI and provide insights on designing effective and delightful experiences. In this first part, we will focus on technology basics, setting clear business goals, and project scoping.

The Power of Conversational AI

Conversational AI has the ability to enhance customer experience, drive cost savings, and enable revenue growth. By improving customer satisfaction, businesses can gain significant additional revenue. Conversational AI also offers opportunities for cost savings through reduced support tickets, lower cost per call, and reduced average handle time. Additionally, with the right use cases, conversational AI can drive revenue growth by improving product discovery and increasing conversion rates.

Technology Basics

In the field of conversational AI, deep learning has played a crucial role in enabling machines to understand and generate human-like language. Deep learning has allowed significant breakthroughs in areas like computer vision and natural language processing (NLP). Transfer learning and universal language models have been particularly influential in enhancing language understanding capabilities.

The Complexity of Language

Language is a nuanced and complex beast, making it challenging for machines to understand. It involves spelling variations, word Sense disambiguation, and the importance of Context. Machines also need to comprehend the intent behind user queries, which adds another layer of complexity.

Deploying Conversational AI

Deploying conversational AI in different languages is made possible through advanced algorithms that can learn from limited amounts of data. Avamo has developed intelligent models for over 90 languages, enabling multilingual conversations. Skills, which are vertical-specific language models, enable the rapid development of virtual assistants for various industries and use cases.

Setting Clear Business Goals

Businesses must define clear goals for their conversational AI initiatives. Improving customer experience, achieving cost savings, and driving revenue growth are common objectives. Measuring metrics like Net Promoter Score (NPS), customer satisfaction (CSAT), and cost per call can provide quantifiable results. Additionally, understanding the target audience and their needs is crucial in setting effective goals.

Who Are You Serving?

Conversational AI can serve customers, employees, and partners along the supply chain. By understanding the target persona, businesses can tailor their virtual assistants to meet specific needs. Whether it's providing support to customers, enhancing employee productivity, or streamlining partner interactions, conversational AI can transform various aspects of business operations.

Project Scoping

Project scoping involves identifying the Type of conversations that can be automated. These conversations can range from retrieving information from knowledge bases to integrating with enterprise applications or replacing traditional contact center phone trees. Determining the Relevant integrations, building domain-specific models, and selecting appropriate channels are critical considerations when scoping projects.

Creating a Roadmap

Starting small and expanding gradually is a recommended approach when implementing conversational AI. Businesses can choose a few key use cases to begin with, focusing on web and mobile channels. Selecting integrations with relevant systems of Record and training the virtual assistant with available content are essential steps. As user adoption and confidence increase, additional functionality, channels, and languages can be incorporated.

Conclusion

Conversational AI presents valuable opportunities for businesses to improve customer experience, drive cost savings, and achieve revenue growth. By understanding the technology basics, setting clear business goals, and scoping projects effectively, organizations can successfully deploy conversational AI solutions. In the next webinar, we will dive deeper into deploying virtual assistants and share success stories from Avamo's customers. Stay tuned!

FAQ

Q: How do you handle new languages like Portuguese? A: Avamo has developed advanced algorithms that can onboard new languages quickly. Sparse data analysis enables us to extract meaning even with limited data. We currently support over 90 languages, including Portuguese, and can handle multilingual conversations seamlessly.

Q: How can Avamo help businesses in the hotel industry? A: Avamo can automate contact centers, assist with IT service management, and provide sales assistants for various industries, including the hotel business. Whether it's improving customer service, enhancing employee productivity, or assisting with room bookings and inquiries, Avamo's conversational AI can cater to the specific needs of the hotel industry.