Chatbots and the Rise of Artificial Intelligence

Gravity4 Mona Lisa - Chatbots
Gravity4 Mona Lisa AI  – Powered Chatbots

Post authored by:      MD, Gravity4 Asia

Chatbots have risen in the communication ecosystem so that some say they’ll replace mobile apps and even sites. The history of chatbots starts with ELIZA, an application built at MIT in 1966, that could carry on a text conversation with human interlocutors.

Messaging apps and social media long ago replaced conventional phone calls to connect with people. As the dynamics of communication change, consumers are more apt to use a similar service for customer support issues. A chatbot, in these instances, helps bridge the communication gap between customer and the brand. These bots essentially provide instant feedback and answers to a consumer’s urgent questions. Imagine having a medical question at 3 a.m. and no medical person to call.

AI powered Chatbots
Mona Lisa – Artificial Intelligence Powered Chatbots

This is one area of many areas where chatbots come handy in critical moment to provide consumers with much-needed answers and relief. For commercial brands, these lightweight applications aim to provide value to consumers and assist them in retrieving information as well as get product recommendations and getting information to consumers in a speedy and accurate manner in a world where consumers increasingly demand answers right here right now at any time of the day. Furthermore, these bots serve as trusted and reliable employees, ensuring brand loyalty

Next Immediate Disruption

Chatbots have had a great impact on consumers, so that they experience digital ecommerce and other services in a completely new way through AI-driven conversations. It’s undeniable these bots are the newest trend among the messenger apps. However, these bots’ rise is a mere signal to a huge upcoming disruption in the marketplace.

It’s expected these bots could eventually replace a lot of “call centers” and even sales people within the foreseeable future. Furthermore, they may potentially replace low-level business functions the web or mobile apps currently handle.

Imagine bots powered with machine learning and can recognize speech and data, learn natural language patterns and interpret historical engagement based on previous interactions. Sounds a lot like super-intelligent artificial intelligence, doesn’t it?

As structured data is compiled and imported, these applications hold the capacity to understand the users’ specific needs and provide appropriate solutions without human customer service. The chatbots’ intelligence enables them to handle multiple conversations with ease.

Chatbots: Today

Brands and businesses are racing to adopt (or build) a chatbot for two main reasons. One, the chatbots let businesses talk to individual consumers in real time and engage in automated two-way conversations at scale. The second is data. Yup, a life without Big Data won’t be much of a life on the digital landscape. Data allows businesses to keep a measurable KPI to enhance their customer experiences and optimize the engagement or sales with the hope of future sales.

Our development efforts on these bots with powerful machine learning methods and continuing to improve them to actually understand conversation using natural language processing. With the layered capability of AI-powered engine, we’re focused on enabling these bots to communicate using both text and voice and retrieval of recommendations through searching on the open web.

For companies doing online and even offline sales, we think of this as the next generation search engine that serves your every need knowing your historical purchase patterns, current needs and expectations. Imagine telling chatbot you need coffee and it delivers it to you within the next 30 mins to your doorstep with the exact amount of milk and sugar in it. That is very close to happening in many parts of the world and Asia in particular China is racing to develop AI driven technology and there’s no doubt that Chatbots and voice based applications will play an important role to brining this to the man on the streets and serving their daily needs, ones as simple as getting coffee.

Chatbots: Future

By 2020, it is estimated by Garner that 85% of the consumers will their relationships with brands without ever interacting with a human; every aspect of the interaction – from start to finish – will be AI driven.

Surprisingly, many key regulatory and business decision makers have not considered the implications of transitioning to utility to AI, or even tested it through chatbots for their own businesses and industries. Furthermore, some regulatory bodies have not assessed the deep social implications on the wider marketplace and economy either. Virtual assistants (Siri/Google Assistant), customer service chatbots (Gravity4 Asia/Pixels’ Chatbot), conversational e-commerce assistants (Alexa), autonomous cars, and medical techs – the list of AI powered chatbots is endless.

Whether the brands want to acknowledge it or ignore it, chatbots will continue to revolutionize the way that brands provide service to their customers, increase customer service engagement, brand loyalty and ultimately profits.

At the current pace of the AI powered chatbots, we will continue to see the acceleration of the automation. Furthermore, I feel chatbots potentially be an evolutionary process to a stand-alone mobile app, since they can learn our habits, understands our tastes and preferences and adopt each time we interact with them.

As we continue to evolve AI incrementally, these intelligent bots are drastically minimizing the barrier in making machines intelligently learn from prior interactions and preferences. On this road to discovery we’re singularly intent on ensuring conversational software will enable humans to talk to machines naturally.

Brands and marketers need to sit up and take chatbots seriously. As chatbots become more powerful with AI and machine learning layered on top, they not only will be able to connect you closer to your customers but help transform your business. Stay tuned as AI-powered chatbots continue to become the fastest-growing software segment.

Hong Kong: Adapt or fall behind 

Hong Kong, a city with 238% mobile penetration with now close to 90% smartphone penetration, a population that is addicted to their phones and a market where brands thrive on cutting edge technology, aim to stand out from the clutter and increasingly rising cost in doing business including talent cost, Hong Kong brands have to play a leading role in the development and deployment of chatbots to aide their businesses.

It is vital that automation and deployment of instant customer service take center stage in Hong Kong as its already discerning consumers become even more demanding and expectations increase with every new piece of technology made available.

Amidst a rapidly changing business environment, rapidly rising cost and consumer expectations, Hong Kong brands need to up their game and be there when consumers want them to be. Yes, they can hire more people to deal with mundane questions such as what time does your shop open or how do I fix the display on my television to work around the clock or they can adopt technologies such as chatbot to take care of this. From there on, chatbots with AI can also be your sales rep to up-sell your customer.

All in all, the whole point of creating chatbots is to build superb customer experiences. As they say, the customer is always right and we need to be there for them, always.

 

Alice
I am a Data Engineer and support the APAC region of Gravity4. I have Masters in Computer Science with focus on Data Analytics. I have been working on projects related to machine learning & deep learning.
the future of articial intelligence

Gurbaksh Singh Chahal: Artificial Intelligence Will Change Our Connection with the World

It’s no secret technology is moving faster than ever. It seems like every week there’s a new innovation. Regardless of the size of the change, the speed of this process has a huge impact on the business world. It is our responsibility to harness that technology and put it to the best use possible. We can’t wait for another development; we have to act now.

The Rise of Artificial Intelligence

Gurbaksh Singh Chahal believes that in just a few years (maybe even just 1-2 years!), many of our daily activities will be streamlined through artificial intelligence. We’ve already started, with voice or image recognition technology. But the digital industry is poised to take the technology beyond that stage-far beyond it.

Language has always played a critical role in society, beginning with very basic communication. What artificial intelligence can do is take that language and manipulate into a task or set of tasks. Not even 10 years ago, we would have said this was impossible. Today, these technologies are no longer dreams, but realities within our grasp.

How Gurbaksh Singh Chahal Believes We’ll Move Forward

Voice activation is a big key for future projects, says Gurbaksh Singh Chahal. It can propel artificial intelligence projects forward by giving independence to people who didn’t have it before; requiring less parts to our technology because the process is simplified; and providing an easier way for us to connect with each other. All this relies on language.

Language is both the simplest and most complicated part of artificial intelligence and voice recognition technology. It is a natural phenomenon that we communicate with our voices, and it is only natural to want to find other uses for them. On the small scale, we have seen this in terms, of phones that recognize who you want to call, or computers that allow you to log in by speaking a certain word or phrase.

But this is just the beginning. Soon, the majority of our lives will be operated by artificial intelligence. Slowly, little things are creeping into our everyday lives and processes are being automated and successfully run by computers and not humans. Sometimes we realize it and sometimes we don’t. That’s how commonplace the new technology has become: it happens so quickly, we don’t even notice a difference when it’s introduced.

There’s Still a Place for Humans, Right?

Of course there’s a place for humans! As of right now, artificial intelligence can only go so far. It sounds new and amazing, but the technology is still in its infancy. However, as mentioned earlier, technology is developing at a much more rapid rate than it ever has in history. We as humans need to be ready to adapt because soon artificial intelligence will be adapting around us.

Gurbaksh Singh Chahal is currently leading teams working one some of the most advanced artificial intelligence technology right now. From Chatbots to a computer playing Go, to ad-blocking technology, Gurbaksh Singh Chahal has demonstrated a number of practical uses for artificial intelligence, but he also sees plenty more possibilities for the technology being developed.

We, as humans, have done much to change the course of history through technological development. In some ways, it seems like our language of “ABC” is being replaced by zeroes and ones.  But that’s not completely true. Artificial intelligence is being created to mimic-and in some cases, improve-human behavior. That means a human needs to be the one to set the system that produces the chatbot or the AI or the voice recognition software. Artificial intelligence only understands language as it was programmed to (currently), and if you are worried about how are that can go, remember two things:

  1. Humans have a finite learning curve. We can keep learning new things, but at some point, certain information becomes irrelevant and we dispose of it.
  2. Right now, artificial intelligence also is finite. The advances that are being made to the technology are incredible, there’s no doubt there, but there is still only a certain point to which machines can process information, and only so much information that can be input into an individual machine.

There are a lot of opportunities for artificial intelligence to make the world a better place, but it’s up to the humans to apply it. Right now, artificial intelligence is revolutionizing communication technologies. Perhaps the next step is to turn it into a less polarizing technology, make it something all society can benefit from, and takes us from there into the future.

Gravity4

La inteligencia Artificial está transformando el marketing digital – Gravity4 Spain

 

Gravity4 Spain
por Javier Murillo (Regional Director, Gravity4 Spain    (Gravity4 Mona Lisa)

 

La Inteligencia Artificial (AI, en inglés) promete cambiar nuestras vidas en multitud de formas, desde vehículos que se conducen de forma autónoma, hasta diagnosticar enfermedades mucho antes de que los médicos las detecten. Dado que todo el mundo habla de ella en la actualidad, podríamos pensar que se trata de un descubrimiento reciente. No obstante las técnicas sobre las que esta se ha ido desarrollando, se iniciaron allá por el verano de 1950 en el Darmouth College, durante un proyecto de investigación.

La inteligencia artificial es una rama de la informática que busca desarrollar máquinas inteligentes. Se ha convertido en parte fundamental de la industria tecnológica actual. Esta semana hemos tenido el orgullo de presentar el proyecto Mona Lisa, el asistente digital de inteligencia artificial (AI), para potenciar acciones de marketing digital en 19 países. Mona Lisa, por supuesto, obtiene los datos para trabajar desde el potente marketing cloud de Big Data de Gravity4

Liderando la innovación

Gravity4 Mona Lisa
Gravity4 Spain AI

En Gravity4 evolucionamos constantemente nuestra estrategia de producto para adaptarnos al siempre-cambiante landscape digital. Las principales disrupciones, desde el social media a las aplicaciones de mensajería instantánea, han cambiado la forma en la que nos comunicamos y “conversamos” con nuestras audiencias objetivo. El viejo método “copia/pega en Excel” de análisis de datos ya no es eficiente. Ya que la tecnología ha logrado increíbles avances en los procesadores (CPUs/GPUs) (GPU),ahora disponemos de potencia computacional suficiente para analizar cantidades ingentes de datos (Big Data) y personalizar el mensaje publicitario hasta cotas inimaginables hace unos años. Con este fin, en Gravity4 hemos estado desarrollando el “Machine Learning” (nuestro asistente, Mona Lisa) durante todo el año pasado bajo una beta cerrada.

En definitiva, desarrollamos algoritmos de marketing digital para aplicar métodos estadísticos a los datos que nos permiten conocer qué marca y/o producto quiere cada consumidor, cuando lo quiere, dónde lo busca, dónde lo compra, desde qué dispositivo, en relación con qué otros productos y/o contenidos, qué trigger concreto es el que le hace tomar la decisión de compra,… El objetivo último es conseguir la creación de marca y la involucración del consumidor, sin que sea necesaria la constante optimización manual que realiza una agencia de medios.

Usando el machine learning establecemos qué contenido es el que más probablemente logre traer de vuelta al sitio web a nuestro cliente, basándonos en un modelo predictivo. En nuestra beta cerrada también estamos usando este modelo predictivo para reducir el llamado “churn rate” (clientes perdidos)

Gravity4
Gravity4 Mona Lisa

Con los petabytes de datos generados, la inteligencia artificial Mona Lisa está aprendiendo a formular análisis predictivos altamente precisos, que son usados para predecir comportamientos del consumidor, tendencias de compra, e incluso si aparecen patrones de abandono de marca en la audiencia de nuestros clientes.

En función de estas conclusiones (obtenidas en milisegundos), es posible impactar a estas audiencias con el mensaje más apropiado para reactivarlos y evitar perderlos.

Nuestra plataforma de gestión mediante Machine Learning (Mona Lisa) (tecnología propia de inteligencia artificial) ayuda a las marcas a predecir qué canales lograrán los mejores resultados en un modelo de inversión programática. Proporciona una valiosa guía sobre qué canales utilizar, cuáles evitar, y en cuales acelerar la inversión. Multiplica exponencialmente la activación de nuestras audiencias al retroalimentarse y potenciarse con su propia actividad.

Otros avances en marketing gracias al Machine Learning

Algunos de los caminos en los que el machine learning puede revolucionar el marketing digital son:  

  1. Interacción con la marca: La publicidad programática puede usar modelos de propensión generados por algoritmos de machine learning para mejorar la precisión en el matching de anuncios con nuestras audiencias las relevantes.
  2. Protección de la marca: Se ha demostrado que los anuncios colocados de forma programática en el search network aparecían en sitios web no seguros, o en sitios con contenido “problemático”  La tecnología de inteligencia artificial puede ayudar detectando ese contenido y excluyendo esos sitios de nuestra programación.

Validación de leads: El machine learning se puede aplicar a la cualificación de leads basándose en criterios predeterminados. Los equipos comerciales pueden de hecho crear una gradación en dichas cualificaciones y concluir si es conveniente la inversión o no. Esto es especialmente relevante en negocios B2B con procesos de venta consultiva, donde cada venta implica una considerable inversión de tiempo y dinero. Limitando la campaña a los leads más cualificados, se ahorra tiempo y se maximiza el retorno. El conocimiento adquirido sobre la propensión a la compra de estos leads también puede usarse para enfocar las ofertas y descuentos allí donde son más efectivos.

(Post contributed by Javier Murillo – Regional Director, Gravity4 Spain)

 

 

Samatha
I love my job and am delighted to be part of Global Gravity4's product marketing team. I am one part math & one part marketing geek - woohoo!!!. Big Data & Machine Learning is my game! Bring "it" on! I focus on the global communication efforts for our cutting edge marketing cloud platform and delighting our global brand customers.Regardless of a big global team, our aspirations revolve around one word: #BeLimitless

Rise of the Chatbots: Future of Conversations

Mona Lisa - Gravity4
Mona Lisa – AI powered Chatbots

Post Contributed by: Gravity4 Product Manager – Kotryna G. (Pronounced Kat-rina)

If you consider every click, swipe or tap, the average American touches their smartphone over 2,600 times a day. The total time spent on them is over four hours daily in 2017 and currently, the primary means for interacting with our digital devices is through the graphical user interface, which has been a staple of personal computing for decades. But that’s about to change with the coming rise of chatbots, which offer an even easier way to interface with technology-through language itself.  

The convenience, increased affordability and availability of smartphones has led to a huge increase in the number of apps that can assist in some way with the tasks and data we need every day. But as chatbots become more sophisticated, we will no longer need to interact with apps, or even a device, directly. It can all be accessed through verbal commands. Several companies are already finding huge success with chatbots.

Mona Lisa

Super-Bots

Currently, the most visible example is Amazon’s Alexa, which works with their Echo speakers. The capabilities of Alexa are impressive. She can respond to voice commands by allowing the user to control all connected devices without using an intermediary device, such as a phone. This is especially useful when Alexa is connected to all smart devices in a home. When integrated properly, this chatbot can adjust temperatures, light settings, play music, answer questions and even order food, among other things.

Aside from Alexa, many other companies are launching their own chatbot versions, some of which function like Alexa, in that they are basically a virtual assistant. Other examples of chatbots that are high-ranking in the sophistication of their artificial intelligence are Siri and Cortana. All of these have been recognized for their ability to mimic human conversation, and most are considered super bots, in that they can perform multiple functions.

Specialized chatbots that focus on specific purposes are also growing in popularity. There are currently task-specific chatbots that tackle a wide variety of needs, including weather information, travel updates, restaurant and entertainment information, and health-related information, and it is likely we will see a growth in the popularity of these types of chatbots in the coming years.

AI powered Chatbots
Mona Lisa – Artificial Intelligence Powered Chatbots

Gravity4 Chatbots

We released our own Pixels Asia chatbots, powered by Gravity4 AI, as custom build products for the brand ecommerce and health websites as the first respondent for customer service. These bots are emerging among the small businesses as well and no longer just used in the tech companies and large corporations.

At Gravity4, we are constructing AI powered bots that will serve as digital assistants with online ordering and payment, customer service for answering questions and completing basic customer interaction functions, advertising purposes such promoting sales and raising visibility, and even providing valuable analytics from the data they collect.

Being present across the 20+ countries, we have noticed a global emerging trend with the use for personal assistant chatbots across the business world. You may already be using some of these bots to schedule meetings, book travel and even order dinner. These AI powered chatbots are starting to simplify our life and decrease operational costs for many business owners. They also offer additional ways to interact with the company, which is a benefit for the customers.

Chatbot Best Practices

Audience: Before launching new bot experiences, brands should determine their target audiences. This requires full scope research on reach and carefully defining the bot’s precise vertical in terms of content and commerce of service. This exercise will enable brand’s development team to come up with effective criteria for their bot to operate in.

Selection: It is always good idea to focus on one particular service or product. After the initial learning, the knowledge base of the chatbot can be expanded slowly by feeding it with more relevant or important data over time.

UI: To ensure a better user experience, a chatbot should have a good user interface. Data analysis components should be seamless and the main should be to maintain two-way conversations with different audiences on a real time basis.

 

Kotryna
My name is Kotryna (pronounced: Kat-rina). My focused responsibilities include management of the programmatic platform, DMP, Machine Learning developments and to oversee the Ad Operations for the EU offices. I also contribute to the product strategy, manage product roadmap and coordinate efforts to drive our overall revenue for the AI marketing cloud, Mona Lisa.

Gurbaksh Singh Chahal: Empower the Young Minds of Today To Face the Future Bravely

We live in an age of unprecedented progress that encompasses every aspect of our lives. We are surrounded by things and technologies that were unthinkable mere decades or even just years ago.

Right now, we are facing a major breakthrough in Artificial Intelligence and Machine Learning. Gravity4, a marketing cloud company founded by Gurbaksh Singh Chahal, is testing Deep Learning within a controlled domain in order to refine the predictability of a consumer’s potential purchase.

Machine learning helps enhance predictive modeling that has limitless number of applications. This is one of the most fascinating and promising fields of study, and its further development depends on you Human beings with natural hunger for knowledge and insatiable passion for innovation, says Gurbaksh Singh Chahal.

Being Human Means Being Creative

Progress is driven by innovation. New ideas, new methods and technologies that appear every day expand our knowledge and understanding of everything around us. The more we learn, the more hungry we are for what yet remains to be discovered. Human curiosity and creativity, the most characteristic traits of human beings, inspire and spur each other enabling further progress of our species.

We’ve come to realize that creativity is a unique activity that cannot be delegated to machines. Our progress in AI is remarkable, but so far it cannot replace humans in their most human function: being curious, asking questions, creating and inventing new ideas.

Here at Gravity4, we are exploring our knowledge of AI and Deep Learning to better understand the ad technology platforms. We are certain that very soon, much sooner than you can imagine, revolution of AI will enable us to operate smart cars in smart cities and help us make calculated predictions in all areas of life, be it science, nature, economy, or social interactions.

Sounds like Skynet? Maybe, for the faint of heart who lack creative thinking and underestimate the power of innovation driven by human curiosity. AI should not instill fear; it must facilitate change in our education system, as we need more specialists capable of exploring the abilities of AI and further development of Deep Learning.

Empower The Young Minds of Today, Urges Gurbaksh Singh Chahal

Fear mongering is a dead-end strategy, says Gurbaksh. Never in the course of human history it was successful. Technophobes can impede progress, but there’s no way to stop it.

At all times there were people who were reluctant to welcome change and refused to step out of their comfort zone. However, nothing can extinguish the passion for learning and exploring new horizons.

The future begins now. It is vital that our youth lead the effort to expand our knowledge of AI and Deep Learning. This means changing our school curricula to prepare younger generation for this brand new world that awaits them.

Remember, our progress as a society is not limited to material world: we’ve made a huge leap forward in terms of providing equal opportunity for all. We need to walk further along this road to ensure that more people of all color and creed are engaged in education.

It’s time to learn that wasting human capital is a crime against humanity. These days progress is not forged in labs; it is created in classrooms all over the globe. Every child in every country of the world should be given a chance to nurture his curiosity, the most human trait of all.

Self-driving cars, 3D-printing, DNA repair treatmentsm and many other futuristic technologies are already here and they are not going away. Unfortunately, our current education practices are lagging behind. We need to invest a lot of time and effort to change the situation by bringing passionate teachers and newest technologies to the classroom.

We need future scientists, data analysts, programmers and specialists in every field of human knowledge. We need to find new ways to motivate our youth and prepare them for the great future that awaits them.

It’s not the advance in science that will bring about the Skynet the technophobes are so afraid of; on the contrary, it’s the lack thereof.

Samatha
I love my job and am delighted to be part of Global Gravity4's product marketing team. I am one part math & one part marketing geek - woohoo!!!. Big Data & Machine Learning is my game! Bring "it" on! I focus on the global communication efforts for our cutting edge marketing cloud platform and delighting our global brand customers.Regardless of a big global team, our aspirations revolve around one word: #BeLimitless