INSIGHT
Mid 1960s to 2000s Development of experimental interactive interfaces (e.g. MIT’s Eliza) using rule-based, pattern-matching processes Wave 1.0: Experimental Early 2010s to c 2030 - Products are being built and adopted e.g. Alexa, Siri for consumers; call center chatbots and virtual assistants for enterprises. - Solutions typically fail after two or three turns in the conversation. - Continuous development of fallback mechanisms and new capabilities drive towards a more human-like interaction. Wave 2.0: Sub-human Evolution of Conversational AI
It’s not all about the latest technologies, though. By reaching out across social media channels with conversational AI, enterprises can deliver a more intuitive and immediate experience that keeps time with the communicative rhythms of hyper-connected digital natives. These users are plugged into an array of social media apps, and they expect every organization they deal with to meet them on their channel of choice. It’s impossible for the human workforce, but conversational AI can easily cover it. Recognizing a user signed into a secure channel can cut out repetitive authentication processes, so the conversation flows more easily. Finally, as we work towards frictionless communication between people, machines, and organizations, we must address the ethical issues head- on. However human-like – or even superhuman – the technology becomes, we need to make sure it explains itself and is inclusive and unbiased at every turn. It needs to represent the best human interaction – then, it can become the smart, perceptive, and trusted associate who helps us get where we want to go and who we’re happy to take along for the ride.
be suggested and accepted with the click of a button, guiding the user all along the journey. Capabilities like these are already solving some tough business problems for our clients. For example, in our work with the Government of India, we’ve developed a multilingual citizen assistant to connect people – including those who live in remote rural communities – with several services at the federal and state levels. Meanwhile, the virtual banking assistant we built for a leading Asia-Pacific bank can interact with users using natural language. It handles 12 million queries monthly, provides instant, personalized recommendations, and generates thousands of qualified leads. Its ability to carry on multiple conversations simultaneously means it can handle the workload of hundreds of humans. Also in work are the hyper- personalization capabilities to enable timely, focused suggestions in response to the user’s context, interests or habits. It is an antidote to the information pollution that characterizes many digital experiences today. For instance, if a bank customer receives big money in their account, the virtual assistant can proactively recommend a fixed deposit product to earn a better interest rate. Providing an antidote to the information pollution that characterizes so many digital experiences today.
Wave 3.0: Human-like
Late 2020s onward - Empathy, emotion,
personality, playfulness and social skills are part of conversational AI driven experiences. - This wave may start in 5-10 years time, but current experiments, in areas like machine learning and natural language generation and understanding, are already bringing it closer. c 2050 and beyond - Conversational AI woven into our daily lives. - Everything becomes conversational - appliances, software programs, furniture, automobiles, buildings, public spaces etc. - Use cases move beyond personal and business assistance to include e.g. therapeutic or motivational experiences, conflict management and intellectual discussions. Wave 4.0: Superhuman
Shridhar Marri CEO and Co-Founder Senseforth.ai
Shridhar Marri co-founded Senseforth.ai, a leading-edge conversational AI platform, in 2017, building on a career that has seen him build significant expertise in technology, design and entrepreneurship. He is passionate about building human-like experiences to enable frictionless interaction between people and enterprises.
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