Artificial Intelligence (AI) is an overused, and frequently misused, term in the contact centre industry. As the technology evolves, there still seems to be some confusion as to what is and isn’t an AI.
AI uses machine learning, pattern recognition and cognitive knowledge management to provide a custom user experience. It is not a chatbot that can only provide pre-programmed responses to pre-defined questions.
What is the difference between a conversational AI (machine learning) and a chat bot?
Simply put, you have to teach a chatbot, but an AI can learn for itself.
A chatbot can be programmed to repeat a task, or deliver a response, based on a specific set of criteria. You have to define the input, the rules and the response. It requires constant management and will never take any action beyond the scope of its programming.
All questions and answers need to be preloaded, in a process known as “product control and information response”. Conversations are linear and cannot deviate from the pre-programmed path. The result is a “robotic” engagement that is less conversation and more inquisition.
A conversational AI leverages machine learning to provide an optimised response. It learns from historical interactions to deliver content that is outcome driven and will serve information tailored to user profiles and preferences.
The rise of AI has triggered an open debate on the ethics of the technology; with attitudes ranging from enthusiastic adoption to outright technophobia.
At Cirrus we believe Artificial Intelligence (AI) will never replace person-to-person interaction. However, it will help improve and inform those interactions, transforming your contact centre and driving more effective engagement.
AI may lack the essential emotional intelligence that makes us human, but it delivers improvements in business process optimisation, agent productivity and customer experience. It frees up time that could be spent upskilling agents and allows them to focus on what they do best, engaging with customers.