AI News, Bots artificial intelligence

Information Chatbots: A Great Way to Get Started with Artificial Intelligence

One of the great promises of AI (artificial intelligence) is to provide intuitive, useful interactions between humans and machines.

don’t mean to prey on your FOMO (fear of missing out), but according to global research giant Gartner’s 2019 CIO survey there’s been a 270% increase in the number of companies that have adopted AI in the last 4 years.

Gartner’s survey also states, “If you are a CIO and your organization doesn’t use AI, chances are high that your competitors do, and this should be a concern.” If you are like most companies that have yet to develop an AI strategy, you may be wondering, “But what problems can I solve with AI, and how do I start?” From my practical experience working with BlueGranite clients, simply navigating the terms surrounding AI – like machine learning and deep learning – can be very confusing, let alone actually employing AI.

In addition to understanding the concepts behind AI and how it works, other barriers to getting started include difficulty finding a business case, lack of leadership support, competing (non-AI) projects, and lack of data science talent/technology.

Automation can improve quality of service and customer engagement: Many organizations have repetitive tasks that are of relatively low value, such as answering a high volume of frequently asked questions, reviewing and validating forms, reporting account information, and processing simple transactions, like making service appointments.

Bots can be programmed to nudge – or provide “interventions that steer someone toward a better decision without taking away their choice.” In higher education, nudges from a bot might gently remind applicants they have just one more step to complete their application, then provide a link to a form.

These industry examples really showcase how AI is improving the customer experience: In health care: The Cincinnati Children’s Hospital is using a digital concierge chatbot to help parents pilot their way through its large campus, look up wait times at its urgent care centers, get real-time updates on procedures, obtain parking passes, and discover ways to entertain their kids.

Answers to frequently asked questions – such as how to get transcripts, obtain application and enrollment status, or access student services like counseling and financial aid – are currently located across many documents and web pages associated with their various departments.

An example phrase in the higher ed context might be, “I’d like my grade in math.” The intent is “get grade” and the entity could be “course” – in this case, the value for the “course” entity would be “math.” Once LUIS determines the important elements in a phrase, they are used in business logic.

The developers of the children’s hospital bot cited LUIS as a valuable component: “By leveraging the Microsoft Bot code and LUIS, we didn't have to worry about building out a language model, maintaining it, and training it.” Building intelligent bots might sound difficult, but it’s probably very similar to other applications your organization already builds and maintains.

NYC Bots and Artificial Intelligence (AI)

After dozens of events on the power and applications of AI, we are proud to feature a special event focusing on exposing some of the risks of AI, and, perhaps more importantly, what can be done. Solutions

by former Google consultant and author of Automating Humanity, Joe Toscano, will give you an insider's perspective on everything Big Tech doesn't want you thinking about: everything from the addictions installed to the profits being driven by fake news, to the way they’re manipulating users for profit and using our data to train systems that will automate jobs at an unprecedented scale.

Toscano will then critically analyze these issues and suggesting how we can create proactive, adaptable regulation that satisfies both the needs of consumer safety and commercial success globally. -

We'll cover information asymmetry and power imbalances, understandable AI and data breaches, and most of all, we'll talk about techniques that are working with leading organizations to increase data trust and maximize customer and business value. **Speaker

In his role at Greater Than X, Nathan helps leading organizations operationalize strong data ethics, Privacy by Design and Data Trust by Design to build more trusted and valuable organizational structures and customer propositions. Sponsors: This

How Chatbots Use Artificial Intelligence to Satisfy Customers Faster & Easier than Ever Before

Keep reading to learn how artificial intelligence is used to power chatbots, along with four ways that companies are already using the two together to satisfy their customers quickly and efficiently.

Interacting with the earliest versions of chatbots could be a frustrating and time-consuming process. These bots were often only equipped to respond to very specific input and couldn’t process any information outside of those parameters.

As Ajeet Kushwaha, who leads ML/AI/Bots Strategy here at Freshworks, explains, “Bots engage with the visitors contextually by leveraging visitor journey from tools that show the visitor’s google search or organic, navigation path, landing pages and so on.” Essentially, chatbots can tailor their conversations with users based on the content they access and read on your company’s site.

So, for example, if a visitor lands on your site after reading an email highlighting a new feature, the chatbot could begin by asking if they have any questions or want to learn more about that specific feature.

This way, when a support agent steps in, they’ll already have the background information they need to assist the customer — and they won’t need to spend any additional time asking those basic questions.

Plus, when agents are able to deliver faster resolutions, this reduces the wait time for other customers waiting to speak with them — further improving the customer experience.

And while some chatbots wait until they’ve collected a certain amount of information to pass a user on to an agent, more advanced bots can even tell when it’s time to escalate a conversation.

As technology advisor Bernard Marr explains, “AI-powered chatbots, can raise an alert when they detect, for example, a customer becoming irate – thanks to sentiment analytics – prompting a human operator to take over the chat or call.” With this ability, chatbots can go beyond basic data collection.

As the Forrester report, “2017 Customer Service Trends: Operations Become Smarter And More Strategic,” explains, artificial intelligence can help companies “anticipate needs by context, preferences, and prior queries and will deliver proactive alerts, relevant offers, or content.” For example, if your chatbot picks up on the fact that customers tend to ask questions about a specific feature roughly two days into the onboarding process, it might begin conversations at that point in the customer journey with information about that feature.

And as your chatbot becomes better at anticipating and proactively resolving issues, it can minimize the customer complaints your human support team receives, and boost customer satisfaction across the board.

As brands find new ways to incorporate artificial intelligence into their daily operations, it’s certain to establish an increasingly large presence in the business world.

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