From the center out: origin and types of conversational AI.

When was the last time you interacted with a Chatbot, a virtual assistant Or another type of artificial intelligence? So far, that's a question we don't ask ourselves often, but the reality is that AI is more present than you imagine, even without you realizing it. Keep reading to learn how.

When you choose to watch one of the movies recommended by Netflix, when you ask Alexa what the name of the song is playing or when you do a simple Google search, you are interacting with different types of artificial intelligence.. Let's get into the subject so that you understand it easier and let's go from the macro to the micro.

What is artificial intelligence?

According to IBM, artificial intelligence “uses computers and machines to mimic the problem-solving and decision-making capabilities of the human mind.”, but just as there are different types of humans with different ways of reasoning and acting, there are different Types of artificial intelligence with very specific ways of thinking that we will learn about later, before that let's go to the mere center of AI.

What is Machine Learning?

It's a component of AI that solves problems using standard data and algorithms. Instead of programming a computer with detailed instructions, when Machine learning you are provided with information so that you can learn on your own.

For example:

• Instead of telling her how to identify a cat in a photo, we show her a lot of pictures of cats and tell her to find for herself the traits that make a cat a cat. As the computer sees more photos, its ability to recognize cats improves and can do so in new photos.
• Another more real example can be found with Spotify. Every time you indicate that you like a song, listen to it to the end or add it to your library, the service updates its algorithms to offer you similar recommendations.

What is Deep Learning?

More in the background of AI we find the Deep Learning, a system that is inspired by the functioning of the human brain to process information.

It has an interconnected network of artificial neurons that, while processing and transmitting information, are strengthened as they receive more data. Here you no longer tell a computer how to solve a problem, now you train it to solve the problem on its own.

Why are neural networks so important in the Deep Learning and what are they used for?

These networks are important because they help computers make intelligent decisions without the need for someone to be constantly managing them, as well as in the neurons of the human brain. They can learn and correct any data.

Neural networks are present in several use cases in many industries. Some of them are:

• Medical diagnosis
• Targeted and personalized marketing
• Financial predictions
• Energy Management
• Processes and quality control
• Education
• Insurance
• Travel and hospitality
• Customer service

As you may notice, the Deep Learning is used in tasks that require a high level of complexity. Broadly speaking, it allows computers to learn and understand patterns and data in a deeper and more accurate way.

Focused specifically on customer service applications, which are the ones we most want you to know, there are a couple that we should highlight:

Voice recognition

Neural networks can analyze human conversations despite the different aspects of them (context, tone, etc.). The customer service processes managed by Conversational bots use voice recognition to perform tasks such as:

- Assist call center agents and automatically classify calls

- Turn conversations into documentation in real time

Natural language processing

Natural language processing (NLP) is the ability to process natural text created by humans. The PLN is present in several use cases, including:

Chatbots and virtual assistants

- Automatic organization and classification of written data

- Business intelligence analysis of long-form documents, such as emails and forms

- Indexing of key phrases that indicate feelings, such as positive and negative comments

All of this gives life to a type of artificial intelligence that is changing the game between companies and customers: Conversational AI.

What is conversational artificial intelligence?

According to Microsoft, the Conversational AI refers to a set of technologies that allow devices and applications, such as Chatbots, talk to people using their natural languages.

La Conversational AI uses machine learning, voice recognition and natural language processing to collect and analyze languages, understand them and then generate human-like responses. Los Conversational bots and devices that rely on this type of AI become more intelligent over time, using data and information from conversations to improve outcomes, increase engagement, reduce costs and promote productivity.

 Within this category there are 3 main types:

• Los virtual assistants are applications that use voice recognition and natural language processing to respond to queries and perform tasks using voice commands. The best example of this is Alexa.
• Los Chatbots are programs that simulate conversations with users through text or voice messages. They can be used to provide information, assistance or entertainment.
• Los Voicebots are Chatbots that use voice recognition and synthesis to communicate with users through phone calls or smart devices. They can be used to automate customer service, sales or marketing processes.

Not only are these automated communication tools transforming the way companies interact with their customers, but they are also optimizing internal processes.

In the digital age, customer service and operational efficiency are key to business success and conversational artificial intelligence is playing a fundamental role.

For businesses, they offer the ability to provide 24-hour customer support, reduce operating costs, provide fast and consistent responses, effectively scale customer service, and gather valuable data on customer interactions. these Conversational bots not only do they improve operational efficiency, but they also help companies to better understand the needs and preferences of their customers.

On the other hand, customer service is enhanced with this technology because customers benefit from convenience and immediate access to answers at any time, regardless of location. Los Voicebots and Chatbots can resolve business-related issues, provide up-to-date information, and route customers to the right agent when specialized assistance is needed. In addition, these bots continuously improve as they learn from interactions, leading to a more satisfying, empathetic and efficient user experience.