Defining conversational AI

- To understand the principles of conversational AI, let's explore its name in parts: conversational and AI. AI, of course, implies that this technology is part of the vast artificial intelligence spectrum. In the past decade, researchers have made massive strides in how computers can hear, interpret, and model conversations, allowing us to talk with them in much the same way that we talk to each other. These advances have enabled software to evolve beyond handling simple, narrow questions and answers, like, "What time is it?" or "What's the weather today?" Computers can now handle dialogues that are highly complex and far more detailed. In addition, thanks to AI advancements, computers can hold conversations that would make you think you're talking to an actual person by imitating human traits, such as speech and understanding. What's more, the growth of computational speed and power has made this class of technology both more affordable and more accessible for everyday use. The conversational aspect means that the method of communication simulates a natural conversation, like one that happens between two people. This is different from technologies like interactive voice response, or IVR, where, instead of holding a conversation, you're guided through robotic voice prompts. You've most likely experienced this on a customer support call where you're prompted to give your name, your frequent flyer number, and your reason for calling in order to make progress in that call. Conversation implies a dialogue, an exchange of questions, answers, or ideas. They can be long or short, narrow in topic, or broad. In addition, conversations are more than just the words used. They include emotions, tone, intent, and so much more. There are many layers involved in conversation. I do want to highlight something that I found confusing at first. Conversational AI is not just about voice conversations. As humans, we also have dialogues in written form through web chats and texts, for example. So conversational AI also communicates in both ways, via spoken and written formats. We'll cover this in more detail soon. So put the two terms together, and you now understand the principles behind conversational AI. Simply put, it's a capability that uses computer algorithms to engage in a realistic and natural dialogue with humans.