![]() ![]() The chatbot can answer patients’ queries about suitable health care providers based on symptoms and insurance coverage. 12 Another patent describes a health care chatbot trained using deep learning-based unsupervised learning techniques. One patent covers techniques to automatically generate questions and responses to train customer service agents, deriving new data from past customer interactions with similar virtual assistants or entity-specific data sources such as websites. 11 Innovations focus on automating and accelerating the training process to better understand users’ inputs and improve the quality of responses. Around 20% of patents in our survey related to this-the top category. One of the most common areas of innovation in conversational AI is improving the training process. 9 And it tends to result in inadequate understanding and unsatisfying-even biased-behavior. The process can take as much as six to nine months. But training conversational agents with traditional rule-based or manual approaches is tedious and time consuming. For instance, a contact center chatbot would require training data such as live agent logs and transcripts from previous conversations and FAQs. ![]() These developments are likely to increase the value of conversational agents and help to expand their use across industries.Ĭonversational agents need to be trained on the content pertaining to the domain they are used in. 8 Our analysis, along with Deloitte’s own experience of implementing conversational AI solutions for many clients, suggests we can look forward to progress in at least five areas (figure 1). To understand how innovators are working to enhance conversational AI technology, we analyzed conversational AI-related patents filed in the United States over the last couple of years. Five vectors of progress in conversational AI Technology and human interaction strategists should take note. We expect this to lead to much broader adoption of conversational bots in the coming years. Fortunately, innovators are tackling these challenges. 7 However, the technology still suffers from a number of limitations that make it difficult to use and limit its value. Around 90% of companies mentioned faster complaint resolution and over 80% reported increased call volume processing using conversational AI solutions, according to a recent survey. 6 These solutions are already delivering significant value for many organizations. Data from various conversational AI vendors showed that the volume of interactions handled by conversational agents increased by as much as 250% in multiple industries. Here is a list of our partners who offer products that we have affiliate links for.Conversational agents are among the leading applications of AIĬonversational AI solutions-including chatbots, virtual agents, and voice assistants-have become extraordinarily popular over the last few years, especially in the previous year, with accelerated adoption due to COVID-19. While we work hard to provide accurate and up to date information that we think you will find relevant, Forbes Advisor does not and cannot guarantee that any information provided is complete and makes no representations or warranties in connection thereto, nor to the accuracy or applicability thereof. The compensation we receive from advertisers does not influence the recommendations or advice our editorial team provides in our articles or otherwise impact any of the editorial content on Forbes Advisor. Second, we also include links to advertisers’ offers in some of our articles these “affiliate links” may generate income for our site when you click on them. This site does not include all companies or products available within the market. The compensation we receive for those placements affects how and where advertisers’ offers appear on the site. First, we provide paid placements to advertisers to present their offers. This compensation comes from two main sources. To help support our reporting work, and to continue our ability to provide this content for free to our readers, we receive compensation from the companies that advertise on the Forbes Advisor site. The Forbes Advisor editorial team is independent and objective.
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