You’ve heard a lot about AI systems, but do you really know what they are? This article examines everything from Alexa to Siri to cognitive enterprise tools designed to improve customer service and internal business processes.
According to TechTarget, AI (artificial intelligence) is the simulation of human intelligence processes by machines, including learning (the acquisition of information and rules for using the information), reasoning (using the rules to reach approximate or definite conclusions) and self-correction. For many people, AI systems have become synonymous with Siri, Alexa, and other voice-powered virtual assistants that help you accomplish basic tasks, such as finding a weather report, or locating an email.
However, AI systems exist in many other forms, including the technology that determines which movies Netflix recommends, or Tesla’s self-driving cars, and even Facebook’s ability to recognize your friend’s faces in your pictures. Additionally, there is an important subset of AI known as cognitive computing. AI that possesses cognitive skills is able to support natural language conversation, and remember and utilize historical interactions in order to foster an evolving and maturing relationship with humans.
What is a cognitive system?
IPsoft’s cognitive solution is a digital colleague named Amelia. She helps human workers accomplish their jobs in faster and more intelligent ways. Amelia connects with your company’s front and back-end systems in order to use your business information for a variety of different roles. She learns how your business runs, including your most important processes, and any compliance-related restrictions so she can follow the rules while performing certain tasks. She is taught to speak using language that is common to how your workers and customers speak. So, for example, if you run a bank, Amelia will master words such as deposit, interest, penalty, but she’ll also learn more idiomatic terms, such as “in a few days” or “by the end of the week.” This ensures that she’s using and comprehending human-sounding dialogue to provide end-to-end collaborative experiences with customers and employees.
As an AI system, Amelia is constantly learning, even after her initial training process. For example, if Amelia is unable to complete a task on her own, she’ll study human workers to determine how they were able to accomplish the task. She’ll then be able to perform the task automatically in the future, if she has permission to do so.
Because she thinks like a human at the speed of a machine, Amelia also can perform mathematical processes much faster than even your most intelligent human employee. She can run credit checks, process mortgage applications, book flights, and more, all within the blink of an eye thanks to her incredible analytics and problem-solving skills. These characteristics allow Amelia, as a cognitive AI platform, to stand out from other forms of AI in the market.
Amelia is a cognitive system for business
Businesses love Amelia because she can scale as demand grows. Although you only hire one Amelia for a specific role, Amelia is able to be thousands of places at once to perform that role repeatedly. So, if your customer service volume skyrockets because it’s the holiday season, Amelia can keep pace to answer as many calls as your company needs. She’s available on desktop and mobile devices, and she can be placed inside popular messaging apps, such as Slack and Facebook Messenger. She’s available 24/7 and she’s fluent in 10 different languages (and can learn phrases in dozens more). Because she’s a cognitive solution, Amelia remembers all historical interactions with customers and is able to bring that intelligence into future conversations; this is especially useful for users who start conversations on mobile devices and then hop onto a laptop. With Amelia, the context of a conversation is never lost.
Because she’s a cognitive solution, Amelia remembers all historical interactions with customers and is able to bring that intelligence into future conversations.
What’s most interesting about Amelia as an AI system is her ability to feel empathy. When Amelia is working with customers or coworkers, she may sense frustration, anger, or even sadness. In these moments, she’s able to calibrate her tone and phraseology in order to be considerate of how her counterpart is feeling. With this emotional intelligence, she can build closer connections and relationships between a company and their customers and employees.
When researching AI for your company, it’s important to remember that not all AI products and platforms are the same or interchangeable. Some provide assistance via voice, some are great at scouring data and answering FAQs and some are able to provide recommendations and perform transactions. Amelia can perform all of these tasks, with an ability to detect and display sentiment and intent, that sets her apart from other market offerings.