Advanced technologies are already transforming the call centre industry. According to a survey of 200 UK contact centres by ContactBabel, AI is expected to be one of the fastest-growing areas in the industry during 2019. It is important that businesses keep their call centre services up-to-date, to ensure they can provide their customers with the best customer service.
Sophisticated AI learning is now able to provide fully personalised services for both customers and brands. In this article, we take a look at how these machines can perform advanced tasks through intelligent learning techniques.
The Basics of Deep Learning
In many ways, deep learning is the foundation of all AI learning, with its algorithmic roots dating back to the 20th century. In its purest form, deep learning AI works via human data inputs with set parameters, from which a machine can learn best practices.
An example of this would be to show an AI machine various pictures of animals, telling it in each case what animal is featured. After seeing enough data, the AI would be able to accurately deduce the animal featured in any subsequent image.
Reliant on human input, many AI developers continue to utilise this method of learning thanks to its level of control. Deep learning AIs can be used by call centres to create a reliable chatbot that can handle conversations with fluidity while staying on brand thanks to focused learning habits.
Understanding Reinforced Learning
By comparison, reinforced learning is seen by many as the future of AI development. This prediction is in large part to its publicity over the last few years, particularly from its performance in game competitions. At its core, reinforced AI learning operates a ‘trial and error’ system in which the machine learns the best methods through repeated practice.
A simple example of reinforced learning would be a virtual minefield. Asking an AI machine to traverse an area covered in mines without landing on one, at first, the computer would set off in a straight line towards the finishing point. If it hits a mine, it will restart, acknowledging where that mine was and changing its route. Eventually, the AI machine would learn how to traverse the area without landing on any mines. Reinforced learning is noticeably versatile, and this is but one of many things that could be accomplished through this learning method.
The key to reinforced learning is the speed at which it can learn. Often, these AIs will conduct countless tests on a problem behind the scenes before providing a solution to the user. Over time, reinforced learning can create superhuman levels of problem-solving capabilities, hence its use in game-completion tests.
Reinforced learning is a particularly useful tool in creating the perfect chatbot solution for your business. By developing intuition over time, reinforced learning chatbots can deliver a more personalised and meaningful experience to the user, significantly increasing customer satisfaction.
A Combined Approach to AI Development
The differences between deep and reinforced learning are not quite as stark as they appear, however. Deep reinforced learning – an AI development method combining the two – is frequently used by AI developers.
AlphaGo, the Google-produced computer programme that beat established Go champions, is an example of combined AI learning. After being explained the rules of Go, the machine learned basic plays by trying to repeat the moves made by experts, an example of deep learning. Once it had established a certain proficiency, it started playing games against previous versions of itself and learning from their results, an example of reinforcement learning.
The best AI systems often use a combination of deep and reinforced learning techniques for optimum results. AI chatbots in call centres should always employ a balance between these learning methods to create a personalised and efficient service for customers and business alike.
The Correct Solution for Your Call Centre
Each call centre is unique and will have specific requirements to match its business practices, the expectations of customers and to maximise engagement. This means that a bespoke service is required, with intuitive development techniques that deliver the perfect service every time.
Here at Hostcomm, our secure, state-of-the-art chatbot solutions can help to revolutionise your customer service. With personalised conversations built from the finest AI learning techniques, discover what our call centre chatbot could do for your business engagement. Alternatively, why not read our recent guide to chatbots and machine learning for more information?
