Inteligencia Artificial Conversacional. Un nuevo enfoque.

Thanks to the cloud and the expansion of low-code or no-code Semantic Engineering platforms, we now have the ability to develop systems that cover everything from sales to operational management and any other department.

The ability to equip systems with AI that can modify their structure—not their processes or procedures—and evolve based on how we interact with them is something that is already reaching the market.

AI systems should help organizations create a semantic field for listening, learning, and improvement in real time.

Artificial Intelligence (AI), or more specifically Machine Learning and Deep Learning, is here to stay. However, there is still much to do in developing practical use cases and experiences that enhance our processes and services through these new capabilities.

Today, when we think of AI applied to conversations, we almost always think of the repetitive questions from call centers, those tedious chatbots that usually end with the same action—“I’ll call customer service”—or movie recommendations that never quite convince us.

In reality, the term “conversational” is much broader and not limited to spoken or written communication. Whenever we use a computer system—at work, on our phones, or even with our children—we are engaging in a conversation with the development teams that created that environment. It’s as if, in a way, they were suggesting topics or actions with every step we take. Every day, we face diverse challenges that require us to adapt and diversify our knowledge, making us multitaskers and multi-disciplinary. This means we must be more cross-functional in our work responsibilities, innovative in how we carry them out, and above all, we must never stop learning.

For all these reasons, a new family of environments is emerging in corporate (B2B) systems. Until recently, company technologies were divided by verticals. For example, if you work in sales, you would use one system, but if you manage execution plans, you would use another. Thanks to the cloud and the rise of low-code or no-code Semantic Engineering platforms, we can now develop systems that cover sales, operations, and any other department. This new generation of technologies exponentially increases team efficiency, reduces cross-department communication problems almost to zero, and improves the quality of our products and services. But what if, in reality, our work doesn’t depend on our “role”? What if, during part of the day, we’re in marketing, later we manage teams, and by the end of the day, we’re coaches or consultants? What happens to our platform then? How can we go to our IT departments and ask for something if we’re the only ones who do everything in that order?

This is where AI and the rise of conversational, cross-functional platforms come in. Thanks to recent advances, we can now create models that respond to what a user is about to do “now,” not what a programming team designed months or years ago. The ability to give AI the power to modify a system’s structure—not its processes or procedures—and evolve based on our behavior is something already entering the market.

More and more tools are incorporating this capability to interact or respond to what the user wants, as if they knew how you behave and were suggesting topics of conversation and actions, making your work simpler and more accurate.

This new family of platforms is key to ensuring that we, the end users, don’t lose our minds juggling multiple different programs or relying on external tools to get our work done.

So next time you sit in front of your computer at work, remember: your individual work matters because it’s part of a cross-functional value chain. AI systems should help organizations create a semantic field for listening, learning, and real-time improvement. Transformation platforms based on business logic rather than algorithms or traditional programming will allow us to make an exponential leap toward differentiation. The impact on agility and service levels will be your measure of success.

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This article was published in MarketingNews magazine on December 13, 2019. You can access the publication through this link.