Given the hype around AI, you would think this technology could do everything by now, from walking your dog to cooking your next meal. While we’re not quite there yet, virtual agents are paving the way to enabling seamless human-machine interaction – a vital step towards Artificial General Intelligence (AGI). Virtual Agents are an embodiment of Conversational AI done right – though people often think they are the same as a chatbot. The two are probably as similar as a learning toddler and a talking doll, and while the former is gaining increasing adoption across the front and back-office automation tasks, the latter is sliding into oblivion.
While the jury is still out on the nature versus nurture debate, what is not up for debate is how virtual agents are more of an ecosystem than a technology. While technology is a vital pillar in the virtual agent ecosystem, there are two other often overlooked pillars, and without them, Conversational AI flounders. These two other pillars are Conversational Journeys and Content. Together, the three pillars are bound by the behavioural data generated, as users interact with the virtual agent platform. In turn, the behavioural data serves as fodder to enable data-driven optimization for the AI, journey design, and content.
To put things into perspective, a perfect AI which performs with 100% accuracy will cease to satisfy end-users if the journey design isn’t optimal. In the same vein, a perfect AI with an optimal conversational journey design will still fail to engage or satisfy users if the content to be served as a resolution isn’t relevant, is poorly formatted or worse – doesn’t even exist to begin with.
In this regard, we’re excited for the release of Wysdom Studio – a one-stop shop that combines journey design, deep behavioural insights and optimization tools, all under one umbrella. Studio brings together Wysdom’s operational expertise, along with new-age tooling that provides deep insights on user behaviour, journey adoption and KPI performance, in an easy-to-understand format for the business. The insights gained in turn drive the optimization of the AI, conversational journey and content, paving the way for rapid automation at scale in the virtual agent learning process.
With the commoditization of machine learning algorithms on the horizon, algorithms will slowly but surely cease to be the differentiating factor in the virtual agent ecosystem. To heed some words of Wysdom, it is not about how smart your AI is – it is about how fast your AI can learn, which will ultimately determine the success or failure of your Virtual Assistant.
Let’s supercharge your virtual agent together
With outstanding customer experience being the most important differentiator, make sure your chatbot is the one leaving the competition in the dust. Wysdom can rapidly soup-up your chatbot with professional diagnostics, repair, and enhancement services so it delights customers every time. Get in touch today.
