AI 101: Understanding the Basics for Communications

Artificial intelligence (AI) for communications has moved from text-based applications into the realm of voice communications. Now tech managers are learning how to incorporate AI technologies into chatbots, machine-learning programs and natural language processing.

At the Future of Work conference, part of the ITEXPO #SuperShow in Fort Lauderdale yesterday, John Arnold, president of J Arnold & Associates, moderated a panel discussion on the basics of AI communications. The panel agreed that smaller, focused projects are the way to begin implementing AI-based communications at your company.

The panel reinforced the idea that AI is not a single technology, but rather a family of technologies. It’s important to specify your AI project goals, because AI isn’t a cure-all for all of your communications needs.

Take AI-based transcription, for instance, where you need to manage clients’ expectations of perfection. “It doesn’t have to be 100% accurate to provide value,” says Dan O’Connell, chief strategy officer at AI builder Dialpad.

Bryan Stokes, vice president of product management at Vonage, suggests finding a proof point for AI that can take hold, then go from there. “You have to start small, and hit them repeatedly” with ways to improve processes using AI, he says.

Data that resides in silos can hamper your pursuit of AI communications, according to the panel. “You need a great data set to build upon,” Stokes says.

If your data set is lacking completeness, your AI analysis will be built upon a faulty foundation. AI “is not a solution,” he says, “it’s a tool to solve a problem.”

Machines that employ AI need to be trained over and over again, but they can free humans from performing repetitive tasks that are better accomplished by a digital worker. The key is to learn where the human worker needs to interact with the digital worker, according to the panelists.

For example, when a discussion with a chatbot breaks down, you’ll need to find a way to route the conversation to a human agent, O’Connell says. Integrating your human workforce with your digital workforce is key to establishing a successful AI communications program.

“The rise of AI is on the way,” O’Connell says. The only question is whether you’re ready for it.

Edited by Erik Linask