Category: Chat

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Dear Chatbot Enthusiasts,

Ready for some exciting news?

We’ve got Google’s Gemini Team in our sights for the upcoming Chatbot Conference in San Francisco (Sept 24–26), and we need YOUR help to make it great! 🎉

To ensure we select the topics that matter most to you, we’d love your input.

We’ve prepared a quick poll to gather your preferences. You can also suggest a topic by replying to this email.

Poll Question: What topic interests you most for Google’s Gemini Team presentation?

1. Future of AI and LLMs
2. AI in business: search & automation
3. AI-driven customer experiences
4. Advice for startups in AI world
5. Ethical AI considerations
6. Other (please specify)

You can take the POLL HERE or let us know in the comments.

We appreciate your insight and feedback.

Thank you for helping us create an event that pushes the boundaries of AI innovation.

Best regards,
Stefan

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💡 If You Could Ask Googles AI Team Anything, What Would It Be? was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

When scientists at Bells Labs created the Voder machine in the 1930s, they probably didn’t expect the current phase of automated voice chatbots. Over the past two or three years, voice chatbots have undergone a sea change, and now armed with Generative AI, and advanced natural language processing, they’re primed to take the world by storm.

But, how are these generative AI voice chatbots solving the problems with traditional automated calls? Let’s take a look.

From Interactive Voice Response (IVR) to the Modern Voice Chatbot

The Dominance of Traditional IVRs

In the 1970s, the IVR technology started taking place. They were answering machines that:

1. Provided basic options that you could select using your phone’s keyboard.
2. Once selected, it could direct you to the right customer support agent for your answer.

It was a rule-based model which limited the options it could provide. As a result, several trends became common over 1980–2010:

1. 61% of customers switched brands due to bad customer service experience.
2. 42% said that they’d rather clean the toilet than do a customer service call.
3. 56% of people said that they had to re-explain their issues several times.
4. Since the IVR technology didn’t recognize intent and was incapable of processing data, customers had to bypass the technology before they could find an answer. Once they reached an agent (often after 10 minutes of holding music) they had to explain their issues again and wait another 10 minutes for an answer.

With two-thirds of all consumers only willing to wait 2 minutes or less for their calls, this was a problem.

In the 2010s, the rapid evolution of artificial intelligence (AI) voice capabilities offered a way out.

AI-Powered Voice Chatbots

Several technological breakthroughs came together to bring modern AI-powered voice chatbots to the customer support industry. This technological breakthroughs:

1. Text-to-Speech Conversion — Google debuted several models that were capable of transforming text into human voices. This was enhanced by AI which applied filters that mimicked the average human voice much better.
2. Advanced Data Processing — AI could now listen to conversations and extract relevant data from them. For example — It could hear “internet trouble” and add “network connectivity issue” to a list of issues.
3. Generative AI — Voice chatbots can now generate custom responses so that most questions are automated without any wait time at all.

Ultimately, Generative AI-powered voice chatbots allow businesses to respond to customer queries 24/7/365 while providing better resolution. How are these capabilities affecting businesses? Let’s take a look.

The Current Use-Cases of Voice Chatbots

Various industries are using AI live chat to service their customers. Despite chat-based solutions being popular, businesses have only been able to transfer 37% of their contact center volumes to these new methods.

That’s why being voice-first in customer service matters, and AI has been helping multiple industries enhance their customer service using this method. Here are some use cases we have observed:

1. Intent-Detection: AI voice chatbots can understand your customers’ problems and redirect them to the right agent for quick resolution. AI doesn’t rely on keywords to detect the complaint and can understand your customer.
2. Bookings and Reservations: Voice bots can take incoming data (type of services, and requested data, and time) and directly add it to your calendar.
3. FAQs: Most customer service queries are repetitive. Voice chatbots can be trained to answer basic questions in a natural language and tone, helping you reduce your call volumes by 60–80% overall.
4. Personalization: AI voice chatbots are armed with data from your databases, making them capable of providing personalized customer service to your customers. For example — our clients use voice chatbots to give customers answers to the problems they’re facing.

These use cases show that voice chatbots hold a lot of value for enterprise businesses. Now, let’s dive into some more complex use cases for modern businesses that are using voice bots for.

The New Use-Cases for Voice Chatbots

With rapidly evolving AI capabilities, a lot of companies are using voice chatbots to drive better customer support and conversions. The recent techniques we’ve seen in use are:

1. Emotionally Intelligent Conversations

New models like ChatGPT 4 and Pi are capable of giving emotionally intelligent answers to any questions they’re asked. These models can be connected with voice chatbots to provide empathetic resolutions for customers without sounding robotic and alienating consumers.

2. Predicting Future Problems

AI can learn about a customer’s behavior over time, being able to provide downstream customer support before the need arises. For example, if you product has a common problem in integrating using a particular option, the voice bot can suggest alternative integration options proactively.

3. Intelligent Selling and Upselling

Modern chatbots have a lot of data about your customer’s past purchases, so they can proactively suggest new products and services to your customers. It can also tell your customers about any new offers they can use for their next purchase and upsell them on peripheral products depending on their purchasing behavior.

4. Live Troubleshooting

Beyond basic queries, voice chatbots can now also solve small problems. It can redirect customers to videos and documents which solve their problems or provide step-by-step guidance over the call.

As you can see, voice chatbots can be used in creative ways to solve customer problems and provide better resolutions. What does this mean overall? We have some thoughts.

In Conclusion

We have seen rule-based voice bots rule customer support for years now. But, with the new generative AI voice bots, we think that the old IVR machines are on their way out.

Instant responses and advanced data processing abilities make voice chatbots the go-to option for most customer service functions now. Research even predicts that 69% of all customer support functions will be automated through AI shortly.

Add in the new capabilities of voice bots that allow them to understand emotions and use prediction to provide proactive support, and it becomes clear that we’re staring at mass adoption in the near future.

Ultimately, we think most businesses will be using voice chatbots from providers like Kommunicate to automate their customer service functions.

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Unleashing the Power of Voice Chatbots in Customer Support was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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Hi all, My name is Hogi, I’m new to this subreddit, but it seemed like a good place to find people who were interested in chatbots that might be a little more than chatbots. I’m creating a game that’s sort of between being a chatbot and a slice of life simulator. My goal is to create the most realistic chatbots I can that exist in an interactive, 3D world that can be shared with the player. It’s not easy to develop or publish, but if you have access or the ability to use your own API keys, I’ve made it available for free. https://robotpunch.itch.io/project-tango I’m monetizing the game through the adult and NSFW content, so the censored version is totally free to try out with your own keys and to use as a middleman between chatting with GPT, Claude or any other LM Studio, locally hosted model. I don’t do anything as far as logging or storing your data and if you use LM Studio, your chats are never exposed online. The API keys are read from your system environment variables and are never stored, or read as an exposed string in game code. I want to make the best chatbot experience possible and your feedback is critical to helping me shape the best user experience. If the API keys are too much to manage, I’m working on a Patreon integration, where you’ll soon be able to subscribe and get NSFW chatbot access via one of my own servers. But until that’s ready, there’s the Bring Your Own Keys version available today. Thanks all. submitted by /u/RobotPunchGames [link] [comments]

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