it feels like they’ve been part of our lives forever. In fact, the newest generation of teenagers might not even imagine their life without these conversational AI technologies available in their back pockets.
And for businesses, it is difficult to recall the time when we had yet to integrate artificial intelligence into our customer service operations and into our business process as a whole.
But over this period of time, which – surprisingly for everyone – was a short one, conversational AI was able to revolutionize our interactions with customers. And we have exciting news – it’s evolving!
Here are the conversational AI trends that we’ll keep seeing this year…
- Complex Conversations
Conversational AI is already remarkable! But guess what? In 2023, it’s set to achieve even greater heights. Innovators are planning to focus on adopting artificial intelligence when handling more complex customer requirements. We expect AI to become even more adept at understanding and responding to nuanced, multi-layered requests from customers, as we have seen in the case of GPT 4, the latest version of OpenAI's software that comes after the 3.5 version, which took the world by storm.
In the past, we’ve had embedded virtual assistants who were able to respond to our customers’ basic questions. But now, there will be an undeniable increase in the emphasis on developing technologies that will be able to better interpret and interact with our customers.
Imagine what it would be like to call customer support and discuss with an artificial intelligence agent without even realizing it. Well, this is the level that we, as businesses, want to achieve!
- Leveraging NLP, NLU, and LLM
But how are we going to achieve the success of developing conversational AI technologies capable of handling complex customer conversations? Exactly, through leveraging NLP (natural language processing), NLU (natural language understanding), and LLM (large language models).
As of today, it’s nearly impossible not to have heard at least once of OpenAI and ChatGPT. Well, believe it or not, such advanced chatbots like ChatGPT are powered by such models NLP models in combination with other AI powering technologies like Machine Learning and Deep Learning.
And, developers are aiming to incorporate all of these models to improve the already incredible capabilities of conversational AI. We’ve already experienced the impact that ChatGPT had on us, both as individuals and as businesses. So imagine how AI-powered chatbots will be once all of these models are introduced. There’s no denying that it could profoundly revolutionize our interactions as businesses with customers.
- Focus on Voice Assistant Conversational AI
Okay, but what’s better than a text-based virtual assistant? Yes, a voice-based virtual assistant! We’re already mastering leveraging algorithm-based models for communicating with our customers via writing methods. But now, it’s time to concentrate on strengthening the functionalities of our voice-based conversational AI technology to have a more natural and human-like conversation with our consumers.
Voice-based conversational AI solutions have already gained a lot of traction among multiple organizations. And it makes sense! It can provide a more tailored experience for each customer, analyzing the emotions and answering in accordance.
- Interdepartmental Communication and Voice Assistant
But conversational artificial intelligence doesn’t need to be employed only in relation to our customers. On the contrary! They can also be managed internally within our businesses.
Especially in large corporations, interdepartmental communication can be quite a struggle. And, in most cases, even just asking a simple question regarding the workings of a process can take more than the desired time. For example, remember when your company just adopted a new software system, and the IT department was required to teach everyone how to use it? Typically, merely a simple tutorial was not complete enough for the whole team to adapt. And what happens in this situation? The IT department had to answer every question that arose, no matter how small.
But with the integration of conversational AI technologies, it is no longer necessary to take a person’s time to solve another problem. Let’s be honest – it can become quite annoying for everyone! However, employees will now be able to discuss with an AI-driven chatbot that replies to their basic inquiries.
- Focus On Privacy and Reliable Information
As businesses, given the valuable information we have access to, we must learn to protect ourselves and our customers. And since we’re directly talking to people, our conversational AI technologies must be careful to provide reliable information, as it can cause serious damage.
But that’s why conversational AI innovators will develop a special focus on taking steps to protect the privacy of our data to prevent the potential for misusing it. For this reason, one of the conversational AI trends for 2023 will be to build data protection protocols and make sure that access is only given to authorized users.
So, here are your top 5 conversational AI trends for 2023! Which one are you more excited to see being implemented?
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