Successful Conversational AI: Blending Machine Learning & Human Intelligence, Part 1
By Chris Ezekiel, Founder & CEO
In February ISG, a leading global technology research and advisory firm, published their ‘ISG Provider Lens™ Intelligent Automation – Solutions & Services’ report. In the report Mrinal Rai, Principal Analyst at ISG, evaluated 19 conversational AI vendors based on a set of market-driven criteria. The result of that evaluation placed Creative Virtual as the clear Leader in conversational AI, surpassing all other vendors with our competitive strengths.
Recently Mrinal and I (virtually!) sat down with Jan Erik Aase, Partner and Global Head – ISG Provider Lens, for a discussion on conversational AI. Our conversation covered a lot of ground, including current industry trends, the impact of the pandemic, and setting conversational AI project goals. We talked about the findings of ISG’s research as well as current successful conversational AI implementations.
We have divided our nearly 30-minute-long discussion into three parts, the first of which I’m excited to share with you in this post (scroll to the bottom to watch Part 1).
Jan Erik and Mrinal start off the discussion by diving into the ISG Provider Lens™ Quadrant Report and why Creative Virtual has been identified as a Leader. Mrinal points out that when it comes to conversational AI, it’s not just about the solutions themselves but also how they blend with human intelligence. His evaluation focused on both V-Person™ (our virtual agent, chatbot, and live chat technology) and V-Portal™ (our innovative orchestration platform). The power of our technology to blend machine learning and human intelligence along with our strong presence in the market were the key factors that led to ISG positioning Creative Virtual as a Leader in the space.
I then joined the conversation to discuss with Jan Erik some questions that ISG see coming up with their advisors as well as their clients. In Part 1 of the discussion, we explore:
- What current trends and developments in conversational AI are important when evaluating virtual agent and chatbot management platforms?
- With conversational AI now being a key part of omnichannel support strategies, how are the roles and responsibilities of contact centre agents and customer service professionals evolving?
Check out Part 1 of our ‘Successful Conversational AI: Blending Machine Learning & Human Intelligence’ discussion:
My next post will take a look at Part 2 of our session where we explore some of the biggest barriers organisations face when it comes to building, deploying, and maintaining successful conversational AI projects. In the meantime, be sure to download your copy of the ISG Provider Lens™ – Conversational AI Quadrant Report.