DevicoAI
TECHNOLOGY

Intelligent Automation

Be the cool kid in class and use Conversational AI to create personalised interactions, automate and standardise customer service, and scale your business without sacrificing quality.
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What is Conversational AI?

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Conversational AI is a field within artificial intelligence (AI) that enables machines to understand, process, and respond to human language in a natural and engaging manner. By mimicking human conversation, Conversational AI can assist customers through chatbots, voice assistants, and other interactive interfaces, providing a seamless and efficient user experience.

Proof of the pudding: According to Gartner, by 2025, customer service organisations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%.

How does it work?

01

Data collection
Gathering relevant data from various sources.
Data collection

02

Data preparation
Cleaning and organizing data to make it suitable for analysis
Data preparation

03

Model training
Using algorithms to train a model on the prepared data
Model training

04

Model evaluation
Gathering relevant data from various sources.
Model evaluation

05

Model deployment
Gathering relevant data from various sources.
Model deployment

06

Monitoring and maintenance
Gathering relevant data from various sources.
Monitoring and maintenance

How businesses are using
Conversational AI

From enhancing customer engagement to automating support tasks, Conversational AI is transforming various industries and allowing them to scale without adding cost or compromising on service promises.

Healthcare

Conversational AI can assist patients with scheduling appointments, providing medical information, and offering mental health support. It significantly improves patient engagement and accessibility to healthcare services.

Case Study: Nuance uses Conversational AI to offer 24/7 medical advice through a chatbot, helping their customers receive timely information and support.
Use cases:
  • Patient triage and symptom checking.
  • Appointment scheduling and reminders.
  • Mental health support through chatbots.
  • Providing medication information and adherence reminders.
Healthcare

Finance

Financial institutions use Conversational AI to provide customer support, assist with transactions, and offer personalised financial advice. This technology helps in improving customer experience and operational efficiency.

Case Study: Bank of America’s Erica is a virtual assistant that helps customers with their banking needs, from checking account balances to making transactions and providing financial tips.
Use cases:
  • Customer service through virtual assistants.
  • Automated handling of common banking transactions.
  • Personalised financial advice and planning.
  • Fraud detection and alerts through conversational interfaces.
Finance

Retail

Retailers leverage Conversational AI for customer support, personalised shopping experiences, and handling inquiries about products and services. This technology enhances customer engagement and drives sales.

Case Study: H&M uses a Conversational AI chatbot on their website and mobile app to assist customers with product searches, order tracking, and personalised fashion recommendations.
Use cases:
  • Virtual shopping assistants for product recommendations.
  • Handling customer inquiries and support requests.
  • Order tracking and status updates.
  • Personalised marketing and promotions.
Retail

Manufacturing

In manufacturing, Conversational AI assists with internal communication, troubleshooting equipment issues, and providing training resources. It ensures efficient operations and improved worker productivity.

Case Study: Siemens uses Conversational AI to provide real-time support to technicians on the factory floor, offering troubleshooting tips and maintenance advice.
Use cases:
  • Real-time support for equipment troubleshooting.
  • Automated internal helpdesk for employee queries.
  • Providing training and safety information.
  • Streamlining communication across teams.
Manufacturing

The Core Capabilities of
Conversational AI

Natural Language Processing

Understanding and processing human language to provide meaningful responses. It is crucial for interpreting user inputs accurately.
Practical Use Cases:
01
Parsing customer queries to provide relevant answers.
02
Translating languages in real-time for global support.
03
Extracting key information from conversations for analysis.
04
Enabling multi-turn conversations for complex interactions.
Natural Language Processing

Speech Recognition

Converting spoken language into text. It is essential for voice-activated systems and virtual assistants.
Practical Use Cases:
01
Transcribing customer calls for analysis.
02
Enabling voice commands in mobile applications.
03
Assisting with dictation and note-taking.
04
Enhancing accessibility for visually impaired users.
Speech Recognition

Text-to-Speech

Converting text into spoken language. It provides a voice to AI systems, making interactions more natural.
Practical Use Cases:
01
Reading out information to users in a conversational manner.
02
Providing verbal assistance in navigation systems.
03
Offering auditory alerts and notifications.
04
Enhancing customer service with voice responses.
Text-to-Speech

Dialog Management

Managing the flow of conversation to ensure coherent and contextually relevant interactions.
Practical Use Cases:
01
Handling multi-turn conversations smoothly.
02
Maintaining context across different interactions.
03
Escalating to human agents when necessary.
04
Personalising conversations based on user history.
Dialog Management

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Advanced Conversational AI Techniques

The table below dives deeper into advanced Conversational AI techniques. These techniques require significant computational resources and expertise for implementation.
Criteria
Transformer Models
Generative Models
Transfer Learning

Definition

Models that use attention mechanisms to understand context and improve language understanding.

Models that generate human-like text based on input data.

Utilising a pre-trained language model on a new, related problem.

Goal

Improve understanding and response accuracy by focusing on context.

Create coherent and contextually appropriate responses.

Leverage existing models to reduce training time and improve performance on new tasks

Algorithms

Attention layers, encoder-decoder architectures.

GPT-3, BERT.

Fine-tuning pre-trained models, domain adaptation.

Data Requirement

Requires large amounts of conversational data.

Requires substantial data to generate meaningful text.

Requires less data than training a model from scratch, using pre-trained models.

Advantages

High accuracy in understanding context, ability to manage long conversations.

Capable of generating high-quality, human-like text.

Significantly reduces training time and resources, improves performance with less data.

Applications

Customer support chatbots, virtual assistants, automated transcription services.

Content creation, automated report generation, conversational agents.

Custom chatbots, virtual assistants, sentiment analysis.

Techniques

Self-attention, transformer networks, BERT.

Generative pre-trained transformers (GPT-3), fine-tuning on specific tasks.

Model fine-tuning, transfer learning architectures like GPT, BERT.

How to choose the right AI platform for
Conversational AI

When selecting an AI platform for Conversational AI, consider the following aspects to ensure it meets your specific needs:
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Data Storage and Management: Ensure the platform can handle large volumes of conversational data efficiently. Examples: Google Cloud Storage, AWS S3.

Data Annotation Tools: Look for integrated tools for labelling and annotating conversational data. Examples: Labelbox, Amazon SageMaker Ground Truth.
Pre-trained Models: Check if the platform provides access to pre-trained language models to accelerate development. Examples: TensorFlow Hub, PyTorch Hub.

Custom Model Training: Ensure the platform supports custom model training for specific use cases. Examples: Google AI Platform, Azure machine learning.

Scalability: The platform should scale computational resources dynamically to handle intensive training tasks. Examples: Google Kubernetes Engine (GKE), Amazon EC2.
Model Deployment: Look for seamless deployment capabilities to integrate models into your existing systems. Examples: AWS SageMaker, TensorFlow Serving.

Edge Deployment: If your application requires edge computing, ensure the platform supports deploying models on edge devices. Examples: AWS IoT Greengrass, Google Cloud IoT.
Real-time Monitoring: The platform should offer tools to monitor model performance and accuracy in real-time. Examples: Azure Monitor, Google Stackdriver.

Model Updating and Retraining: Ensure the platform supports continuous integration and deployment (CI/CD) pipelines for updating and retraining models. Examples: Jenkins, GitLab CI/CD.
Data Security: The platform should comply with industry standards for data security and privacy. Examples: AWS Shield, Google Cloud Security.

Compliance: Ensure the platform adheres to regulatory requirements relevant to your industry. Examples: GDPR compliance, HIPAA compliance.
Technical Support: Look for platforms that offer robust technical support and documentation. Examples: AWS Support, Google Cloud Support.

Community and Ecosystem: A strong user community and ecosystem can provide valuable resources and third-party integrations. Examples: TensorFlow Community, PyTorch Community.

Top Trends Shaping the Future
of Conversational AI

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Advanced Natural Language Understanding
Enhanced NLU capabilities allow AI to understand context, sentiment, and intent more accurately, leading to more meaningful and engaging interactions.
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OpenAI's GPT-4 model showcases advanced NLU by generating human-like text and understanding context, making it useful for a wide range of applications from customer support to content creation.
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Multilingual and Cross-Lingual Models
Conversational AI systems are becoming more adept at handling multiple languages and even translating between them in real-time.
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Google Translate’s integration with Google Assistant allows for real-time translation and conversation across different languages, breaking down language barriers.
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Emotionally Intelligent AI
AI systems are being developed to detect and respond to human emotions, enhancing the user experience by providing empathetic and contextually appropriate responses.
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Affectiva uses Conversational AI to analyse facial expressions and vocal tones, allowing brands to measure and improve customer satisfaction in real-time.

Questions & answers

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Conversational AI is a branch of artificial intelligence that enables systems to understand, process, and respond to human language in a natural and engaging manner. It powers chatbots, virtual assistants, and other interactive interfaces that can communicate with users.
Conversational AI technology can streamline your business by automating customer interactions, improving decision-making, and providing personalised experiences. Implementing Conversational AI leads to increased customer satisfaction and operational efficiency.
Absolutely. Conversational AI is highly adaptable and can be tailored to meet the unique needs of various industries, including healthcare, finance, retail, and manufacturing.
We provide comprehensive support throughout the entire lifecycle of your Conversational AI project: initial consultation, data collection and preparation, algorithm selection, model training, deployment, and ongoing maintenance. Our goal is to ensure the success of your Conversational AI initiatives.
The amount of data required depends on the specific project and chosen algorithms. We can help you assess your data readiness and explore strategies for maximising its value.
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