The public introduction of ChatGPT in November 2022 irreversibly changed the course of IT and automation in support of business contact centers, customer experience, and employee productivity. For the first time, virtually anyone could interact with “artificial intelligence” (AI) resources through a conversational user interface. Instead of choosing from a short list of rigid commands, search terms, or SQL queries, this sort of Conversational AI, or AI that simulates human conversations, enabled users to key in or say exactly what they want using their own words.
In all cases, users today can review the system’s output and suggest changes, edits, or improvements as if they were carrying out a conversation. The quality of the output and the conversational nature of the user interface make the technology wildly popular. Adoption and use outpace TikTok, the iPhone, and the Internet itself. Yet the fundamental technologies that power and inform the services of Open AI, Anthropic, Google, Microsoft, and a slew of soon-to-be household names trace their genesis to the mid-1900s. In other words, the technology is nothing new.
So what is it about Conversational AI, or what is it about today’s consumers, that has launched AI from “techy only” conversation into everyday chitchat that is so commonplace it’s discussed at the sidelines of youth soccer games? At this point, even though the technology itself is “nothing new” there is something beyond the buzz. Today, the buzz-worthiness of Conversational AI is bringing to light even more use cases where data, AI, and technology are pushing the envelope for businesses, enabling them to think even bigger about how this technology enhances and improves customer and employee experiences while making operations more efficient.
This article is posted at nice.com
Please fill out the following form to access the content!