Artificial Intelligence and Omni-channeling
As part of the Artificial Intelligence team at nixi1, I wanted to write a blog post on what AI can bring in a omni-channel company as it is nixi1.
On the other hand, looking at the latest technologies that have come onto the market - such as, for example ChatGPT from OpenAI-I thought I would ask him directly.
Reply from ChatGPT
I copy the answer, as it seemed to me "very accurate", in principle:
Title: "How artificial intelligence can improve omni-channeling in enterprise software".
-Artificial Intelligence is revolutionising the way businesses interact with their customers and improve their operations. In the enterprise software sector, AI can be used to create more effective and efficient omni-channel solutions, enabling companies to offer a more personalised and simplified user experience.
AI applications in omni-channel:
–Chatbots: Chatbots can be used to automatically answer customers' frequently asked questions and provide 24/7 support, which can improve customer satisfaction and reduce response time.
-Data analysis: AI can be used to analyse large amounts of data and extract patterns and trends that can be used to improve the user experience and personalise product and service offerings.
-Personalisation of the user experience: AI can be used to personalise the user experience based on user preferences and behaviour, which can improve customer loyalty and satisfaction.
Benefits of AI in omni-channel:
–Improved efficiency: AI can help automate repetitive tasks and simplify complex processes, which can improve efficiency and reduce costs.
–Improving customer satisfaction: AI can improve personalisation and user experience, which can increase customer satisfaction and loyalty.
–Increased competitive advantage: Early adoption of AI in omni-channel can give companies a competitive advantage over their competitors and improve their ability to compete in an increasingly demanding marketplace.
-In summary, artificial intelligence can be a valuable tool for improving omnichannel in enterprise software, enabling companies to deliver a more personalised and simplified user experience, improve efficiency and increase leverage.GPT Chat
When I first read it, I was pleasantly surprised by the response, as I expected it to work worse.
Really, has listed projects in progress or features that we have already taken to product inside nixi1 and which have been very well received in the market.
On the other hand, it seemed to me that the answer is very generic to any company and that, perhaps, does not take into account specific problems of the day-to-day life we encounter as users.
I have therefore initiated a dialogue to ask him how the chatbot.
Limitations of artificial intelligence
Although the idea of the chatbot has been good and chatGPT is able to write about the advantages of a chatbothas not been able to detect at any stage the hybridisation of the chatbot with human operators.
At nixi1, we have always had the fixed idea that the chatbot are very useful for providing information quickly and directly, including outside office hours.
On the other hand, during office hours a human operator can better manage a customerespecially in more complicated conversations and chatGPT has not been able to see this problem.
On the other hand, when asked which of the points he described he thought might be most important, he was unable to determine clearly, he kept describing each of the points but was unable to reason which of them can be most useful at each stage of the enterprise.
Finally, at the end of the conversation, I asked him how he could improve his former postIt has generated several very interesting ideas such as providing examples, proposing technical details or focusing more on an omni-channel company.
Despite this, by having him rewrite this text, he has not been able to make the improvements that he himself has identified and has written a text very similar to the first one.
In conclusion, I would like to highlight the great work that is being done in Artificial Intelligence by developing and, above all, publishing this type of model openly.
It really is an experience to have a virtually real conversation with a bot that you know has no conscience of its own.
Still, although there are many people who are amazed by these technologies, it is necessary to realise their limitations and consider them as extra tools. that can help us at work and even in everyday life.
These technologies will most likely develop and contribute more and more, but we have to be careful how we use them and how we use them. treat them as help rather than substitutes for us.