So while searching for interesting articles on Artificial Intelligence, I came across this gem. This article written by Graham Cooke inspired me to further research this subject and share it with you!
Let me start off by giving you a nice example of how A.I. and technology can greatly influence the way we behave, and live! A few years ago, (programmatic) ads were introduced, and what a fest that was. Targeting customers has never been so easy. It changed the way businesses harnessed data, targeted online, and made more strategic decisions about brand opportunities: completely.
The history of it all
In the 1950s, Alan Turing predicted that machine learning would play a massive role in future society: and he was right. He revealed his visions to the world in his paper: ‘’Turing Test’’. It is a test that measures a computers intelligence, it requires that humans should be unable to distinguish machine from human.
Machine learning in a nutshell
This is a part of Artificial Intelligence which focusses on learning from data and information. Machine Learning computers don’t specifically have to be programmed in great detail: the learning outcomes are not pre-determined. If you give it enough freedom, it may even learn to improve its own algorithms.
Machine learning has the actual ability to improve and revolutionise the way businesses interact with their customers. How? Well, let me break it down for you:
How we implement it in customer service
Let me just introduce chatbots for a second. This is a virtual little helper who will soon be your best friend. This little helper will help you answer customer enquiries and make your business more efficient. Instead of needing 200 employees: you will need around 5-10! Why? Because chatbots are not lazy, chatbots don’t go on lunch break, and chatbots beat EVERYONE at multitasking. So, while your valued employee is outside for a quick smoke- lets say around 4 minutes- the chatbot will have answered all customer enquiries, no matter how great the amount. And you wanna know something else? Your chatbot can speak several languages, and quite fluently too!
Okay some maybe that wasn’t the quickest introduction ever… I just got a bit too excited. 😉
“Chat is a mediator, not an end point, between you and me, me and my work, me and my documents,” he said. “As a mediator, (chatbots) are just an extension of the computing platform, of the cell phone.”
Where machine learning and chatbots add value
Now here comes the fun part: benefits. Who doesn’t love them? (Don’t answer that.) Let me just tell you there are many, but I won’t list them all here. I’m sure you can think of a few missing ones.
- It can process large texts in seconds
- It can personalise
- You can spare setting up a whole call center or large customer service department
- Your team can focus on other things
- No need to be alert all the time
- Employees won’t come home, humming that annoying ring tone you have
- Your chatbot can come over as entirely human, which will benefit the customers experience
- Customers can contact you on every platform imaginable
Now that you know all the benefits you’re probably super curious. We are Marketeer. We offer a chatbot solution in 8 languages (at the moment), on Skype, Facebook Messenger, via email and on Slack. What makes us special is the fact that our chatbot is actually a hybrid-model. This means that whenever the chatbot detects that it is not giving the right answer: you get a notification asking you to jump in!
This is great! Because what if you can’t get the right answer at once? You have to mail and wait? That kind of beats the whole purpose of offering an ‘innovative’ ‘quick’ solution. This is why our hybrid-system wins!
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