Masa Depan Komunikasi Bisnis dengan AI Chatbots dan Voicebots

AI chatbots and voicebots. The future of business communication | AI in business.
Artificial intelligence helps us communicate with our devices through natural language – simply by asking questions and formulating commands. AI chatbots, also known as conversational bots or conversational AI are AI-based computer programs that simulate and process human conversations – written or spoken – enabling people to interact with digital devices as if they were talking to a real person. The global chatbot market is projected to reach $454.8 million in revenue in 2027, up from $40.9 million in 2018. That’s a lot indeed.

AI chatbots and voicebots – table of contents:

How do chatbots and voicebots work?

Before you start thinking about which to opt for to help your business grow, let’s answer the question: How does a chatbot work? Artificial intelligence-based text chatbots allow users to ask natural language questions via text and get natural-sounding and meaningful answers. This is because they feature Natural Language Understanding (NLU) and Natural Language Generation (NLG) technologies.

Voicebot, on the other hand, enables callers to navigate the interactive voice response (IVR) system by voice. With them, callers don’t have to listen to a phone menu and press the appropriate numbers on a keypad. They talk to the IVR live, a simplified simulation of an operator call.

This is because they use the following technologies:

Speech Recognition – converting the caller’s voice into text,
Natural Language Understanding (NLU) – analyzing the understanding analyzing meaning units, extracting
Language Generation (NLG) – generating an appropriate response based on the understanding of the query,
Speech Synthesis Technology – converting the response into speech and delivering it to the caller.
Both bots can use large language models (LLMs) as the basis for creating human-like responses to natural language queries. LLMs are computer algorithms that process natural language input and predict the next word based on patterns they recognize. They adopt natural language processing (NLP) and Machine learning (ML) to analyze and generate text or speech.

LLMs provide the ability to deliver genuine, consistent, contextual responses by training on massive amounts of textual data. LLM therefore improves the ability of chatbots and voicebots to understand and generate natural language. For example, LLM can help voicebots handle complex queries or long dialogues.

LLM-based chatbots have many applications in business, such as customer service, sales, marketing, education, health, tourism, and others.