Whether you're talking about libraries, business databases, or search engines, the world of storing and retrieving information is always changing. Those changes are often out of mainstream sight because it involves high levels of organizational talent, mathematical skill, database management, and most importantly an attention span for putting together massive catalogs of information. Conversational Artificial Intelligence (AI) is a part of that growing trend, and a few details can help you understand how AI can help your research and information delivery easier.
Business Knowledge Banks
Many business use an online or intranet (internal network) knowledge base or knowledge bank to deliver information that employees need. This often acts as a training aid, but can help employees who need to verify a specific policy or track down a known, but rarely-encountered problem.
The problem with knowledge banks is that not everyone knows how to search for information efficiently. Even with thorough training, people just may not be able to bring up the right words. It can be a form of writers block, especially for people who aren't writers in the first place.
Getting around that problem isn't just a crutch for people who can't Google well. The steady march of progress from library card catalogs and flipping through encyclopedias is still continuing, and conversational AI can make it easier for people to find what they need.
Most popular systems are based on search engine technology, meaning that they're based on a system of keywords and matched relevance built into the search engine. Instead of requiring an abstract keyword typing skill, people can type what they would ask another employee and get the information.
Conversational AI interprets conversational speech and can respond in text or voice with a statement that sounds like a human idea. It makes more sense to people who aren't keyword thinkers in most cases, and cuts down on jargon confusing by explaining what certain words mean in the right context.
Customer Service AI
Many companies have customers because they provide an essential service. That's great if you're the only business in town, but if you have competition, your customer service could be your downfall.
Aside from the actual product or service complaint, there's one thing that sours a customer's mood faster than anything else when dealing with business: bad customer service robots. When a customer service automated response system keeps saying, "It sounds like you said Buy More Things" every time a customer says "change service", they might be tempted to cancel just to be vindictive.
This isn't just because of the bad experience. The response system isn't perceived as a person, and the customer can work up their annoyance without any push-back or embarrassment. By the time a human receives their call, all of the restrictions of civil speech may have been burned out by an automated system.
Save both your customers and your customer service employees. Adopt a conversational AI system by speaking with an AI professional and discussing the types of indexing and responses you need.