Alexa, what time is it?
It's 14 hours, 15 minutes and 22 seconds PM.
Siri, who is Benedict Cumberbatch?
Benedict Cumberbatch is an English actor.
Oh wait, before we move on and I forget, I need to update my address for my insurance.
Hey insurance chatbot, please update my address to 12 Wilmington Gardens London NW 2.
It’s amazing how we’ve gotten used to speaking or chatting with a virtual assistant, isn’t it?
Now first, we got used to finding all information we could possibly want to look up online
and now we don’t even have to search for the answer ourselves.
We can just ask an always friendly and polite assistant, 24/7.
But just because we’ve gotten used to our assistants
doesn’t mean that the technology behind them isn’t something to marvel at.
Currently, chatbots or digital assistants use natural language processing to communicate with humans.
Known as NLP, this technology focuses on understanding how humans communicate with each other
and how we can get a computer to understand and replicate that behavior.
For example, if we type ‘Hello’ to a Chatbot, it understands that this is similar to ‘Hi’ or ‘Goodmorning’
because we taught the machine to do this.
This is just a simple example. But sometimes the same word can mean different things.
There’s a big difference between “I’m doing fine” and “I’m giving you a fine”
Just like humans computers need the context to learn what you mean.
And they’re getting quite good at understanding you.
In business settings, chatbots or assistants are quickly finding their place in customer services.
It is expected that, in a few years, chatbots will power 85% of all customer service interactions.
Imagine asking a chatbot to change your T-shirt order from a size Large to a Medium.
Imagine asking a chatbot to change your T-shirt order from a size Large to a Medium. The bot uses your order history and account information to understand what you need
The bot uses your order history and account information to understand what you need
and it automatically makes the changes in the order system for you.
The better the chatbot or virtual assistant can understand you, the better it will service your needs.
In the future, chatbots will not just use language, but they will also incorporate sight and tactile elements
to interact on even more levels.
OK, who is the real Simon here?
Human computer interaction is undergoing an enormous evolution and the best is yet to come.