In the era of transformation of the time that each step of the technology can reshape the ways of working of the human Conversational AI has emerged as a solution superior revolutionized communication between people and machines. Not merely the chatbot answer basic questions AI conversational intellectual property intelligent to understand, feedback, and even anticipate the needs of the user, opens up endless opportunities for business in enhancing performance and improving customer experience.
Conversational AI is really what? The main components which help the technology become strong to that? Let's explore in the article below of Lac Viet Computing and learn how AI conversational't just stop at the automation but also to become “the number of” support enterprises to optimize every aspect of operation.
1. Conversational AI is what?
Conversational AI, or AI conversation is a technology that uses artificial intelligence to simulate the conversation as people.
Difference of Conversational AI compared to other technologies lies in the ability to understand context, language processing, natural, smart response, in accordance with the needs and questions of users.
One of those confused downloads is equated Conversational AI with chatbot traditional. However, the two concepts are distinctly different:
Chatbot traditional: Is the simple tool based on the script is programmed. Us feedback by keyword, do not understand the context, depth or complex language.
>>> For example: When the user asked, “I need warranty support product”, the chatbot provides only answer was programmed, does not change according to the wording of the user.
Conversational AI:
Using artificial intelligence, especially for Handling natural language (NLP) and machine Learning (ML), to understand, analyze the meaning and context. Advanced technologies this can answer more flexible, supports multiple languages, even adjust communication style.
>>> For example, When asked “my products have warranty not?” Conversational AI is not only confirmed the information but also make the next step as contact center or check out the warranty period.
2. 5 main components of Conversational AI
AI conversation is a complex ecosystem, including many different components to be able to simulate the conversation as people.
Here are 5 main components that make up Conversational AI:
2.1 Processing natural language (NLP)
Processing natural language (NLP) is one of the technology platform, the most important in the AI conversation. NLP helps the system to understand and analyze human language, although there may be text or voice. This is a complex process that includes many steps, such as semantic analysis, grammar, context to be able to accurate feedback.
The main function of NLP:
- Parsing: Analyze the grammatical structure of the sentence to understand the relationship between the words.
- Identification intent (Intent Recognition): Understand the users who want to think through questions or ask of them.
- Semantic processing: Explain the meaning of words in context-specific to give the correct answer.
The virtual assistant as Siri Apple Google Assistantor Alexa all use NLP to understand and respond to user commands.
2.2 machine Learning (Machine Learning – ML)
Machine learning is a powerful technology to help AI systems automatically learn and improve your ability to feedback through data. Machine learning algorithms help ANYONE identify patterns in the data, automatically adjust the feedback based on the previous interactions.
Function of ML in Conversational AI:
- Learning from data: When users interact with the system, ML take on the role behavior analysis and improve the accuracy of the feedback.
- Automatically improve: The more data provided, the system will increasingly smarter in answering the complex question.
For example, when a user asks a question, many times, the AI will automatically improve your ability to answer the similar questions in the future.
2.3 analysis of text (Text analysis)
Text analysis is the process of processing, understanding the text aims to extract valuable information from the conversation. This analysis includes not only identifying keywords which also includes understanding intentions, emotions and context of the sentence.
The function of text analysis:
- Recognition of emotion (Sentiment Analysis): Emotional analysis of user to give feedback accordingly. For example, the positive feedback if the user fun or solve problems if they feel uncomfortable.
- Extract information: Analyze the question, requirements of users to give detailed feedback.
Businesses can use text analysis to understand better feedback the feedback from customers on social networks or email.
2.4 computer vision (Computer Vision)
Computer vision in Conversational AI is mainly used to process images and videos to support communicate and interact through other means in addition to text and voice.
Function of computer vision:
- Image-recognition: WHO can identify the photo or video to analyze the feedback.
- Analyze video directly: For example, in the conversation via video call, AI can identify, analyze the facial expressions or even the user's actions.
The care system, customers can use computer vision to identify and resolve requests via video call, such as error checking products through pictures.
2.5 voice Recognition (Speech recognition)
Voice recognition is one of the important components in Conversational AI, in particular in the virtual assistant such as Alexa, Google Assistant or Siri. This technology helps ANYONE understand and convert speech into text, then use other components to process information.
The function of voice recognition:
- Convert voice to text: WHO will convert your words into text to be able to understand and feedback.
- Detect intonation and context: AI Conversation can understand intonation of the voice, then adjust the response accordingly (for example, if the user is angry, SOMEONE will give soothing answers).
The virtual assistant and system automation in customer service-use voice recognition to improve the user experience, for example as support order by phone or communicating in the centre customer service.
3. Conversational AI works like?
Conversational AI works through the combination of technology components such as NLP, machine Learning, text analysis, computer vision, voice Recognition to understand and respond correctly to the requirements of users.
Operation process of Conversational AI can be described through the following steps:
Step 1: receiving requests from users:
Users send requests via text or voice. System voice recognition or processing text input.
Step 2: semantic analysis and context:
The system uses NLP to parse the intention of the user. This process helps SOMEONE understand the purpose of requirements and search for necessary information.
Step 3: Search for information, give feedback:
Based on data and algorithms, machine learning, AI will query the database or search for information related to take out suitable answers.
Step 4: automatically learn and improve:
AI is constantly learning from the previous interactions, improve the ability to feedback, give answers more accurate in the future.
4. AI conversational brings the benefits for business
In the era of transformation of Conversational AI not only helps enterprises improve work efficiency, but also bring many benefits pronounced in enhancing the customer experience and optimize internal operations.
Here are the main benefits that ONE conversation can bring to a business:
- Enhanced customer experience: AI conversational help improve the quality of customer service by providing support 24/7. Customers can receive answers instantly for frequently asked questions, do not need to wait long.
- Save personnel costs: Automatically handle thousands of requests at the same time without the intervention of humans, help save personnel costs and optimize resources. This is especially useful for companies with large customer or need to provide support services constantly.
- Increase productivity and work efficiency: With the ability to handle the task repeats, AI conversational help staff to focus on tasks that require creativity, strategic thinking over. Team han can spend more time for the work to bring high value without having to worry about these petty issues.
- Improve the ability to forecast and decision-making: With the tools, data analysis, strong, ONE conversation can collect information from conversations with customers and help businesses understand customer needs, market trends. This helps to improve the ability to forecast and make decisions more accurate.
5. The app Conversational AI into business
ONE conversation can be applied in many different areas of business, from improving customer experience to support the internal management.
Here are the common applications of Conversational AI in business:
5.1 Support customer management customer
Answered 24/7
One of the most popular applications of Conversational AI is to provide services 24/7 customer care. The virtual assistant can answer the usual questions, inquiries about the product or service, customer support, find information quickly.
Enhance customer experience
ONE conversation can improve the customer experience by providing solutions, instant answers. The system can automatically handle the demands of customers, answer according to the particular context of each person, creating a feeling of closeness and personalization.
Development experience multi-channel
AI conversational allows customers to interact with businesses across many different channels such as website, mobile application, social network, even over the voice channel. This helps business to maintain a customer service consistent, efficient on multiple platforms.
5.2 Support hr management
Conversational AI to support the process of recruitment and personnel management by automating a number of tasks such as screening candidate profile, answer the questions about company policy. This helps reduce the workload for the hr department, improve the efficiency of the management.
Automated screening candidate profile
AI can automate the process of screening candidates, to help minimize the time and effort that the hr department have to miss out. The AI system has the ability to analyze, evaluate resumes based on keywords, job requirements, specific criteria. This helps the recruiter to quickly identify suitable candidates without the need to read, analyze craft each profile.
Auto answer the questions about company policy
ONE conversation can become a virtual assistant for the staff in answering questions about company policies, compensation & benefits, recruitment processes, benefits, insurance, and other benefits. This helps reduce the workload for the hr department, ensuring employees always get accurate information and timely.
Support document management personnel
AI can assist in finding, managing hr documents, like employment contracts, reports, payroll, or other important documents. Virtual assistant can help employees to easily find these documents through the simple command, saving time and effort.
5.3 enhance operational efficiency, internal
Conversational AI can play an important role in improving the internal operations of the business, especially in the management of information and improve communication between the parts. Below is the specific application:
Automation, information management, internal
In the big business, the retrieval of information is often very complex, takes time. AI conversational help automate the process, allows employees to easily find the documents, workflows, or internal information without the need to ask over many parts.
Schedule meetings and manage tasks
Virtual assistant can support the employees in the scheduled meeting, reminded the meeting and even send automatic notifications to the participants. This helps to minimize the errors in the schedule, ensuring that all members of the team can join right now.
Update task status and progress reports
Conversational AI can help employees update the progress of their work quickly and easily. At the same time provide status reports work instant for managers. The system can automatically synthesize information from the conversation and send notifications about the progress of the project, the problem to be solved, help enhance the transparency, efficiency in work.
Employees can ask any information, the questions involved in the process of work with only a few seconds, chatbot AI Lac will retrieve the answers based on the financial system, the data of the business.
5.4 data analysis business
One of the powerful application of AI conversation is the ability to analyze and provide insights precious from the business data. The analysis tools integrated in the system, ONE conversation can help businesses better understand customer needs, market trends and the factors that impact business operations.
Conversational AI can analyze the conversation and customer feedback to identify common issues or consumer trends. Features this analysis help businesses better understand desire, satisfaction of customers, from then adjust the trading strategy accordingly.
For example: If SOMEONE finds out that customers often complain about a specific feature of the product, businesses can consider to improve or change it to better meet the needs of customers.
5.5 Financial accounting
Automate invoicing and revenue and expenditure
AI can help automate the process of invoicing, tracking expenses and income, as well as send payment notification to the customer. This not only saves time but also reduce errors, which helps businesses maintain a financial system, accuracy, transparency.
Monitoring and cost analysis
ONE conversation can track the expenses of the business, given the breakdown of the big expenses or unnecessary. This helps the financial manager make decisions more accurate about to cut costs and optimize the budget.
Lac Viet integrated Chatbot AI in accounting software, LV-DX Accounting help automatically input the invoice input, answer queries, service related, analysis of financial statements, remind the public debt, ...
Conversational AI is increasingly demonstrate the power and possibility of wide application in various fields of business. From improving customer experience to optimize internal operations, AI conversations are opening up new opportunities for business in the digital age. The applied solution this AI will help businesses enhance work efficiency, reduce cost and create the customer experience increasingly rich personalization.
CONTACT INFORMATION:
- Lac Viet Informatics Joint Stock Company
- Hotline: 0901 555 063 | (+84.28) 3842 3333
- Email: info@lacviet.vn – Website: https://lacviet.vn
- Headquarters: 23 Nguyen Thi Huynh, P. 8, Q. Phu Nhuan, ho chi minh CITY. Ho Chi Minh
