Most bots focus on refining well-understood user experiences rather than creating new types of interactions. As we move forward, Cambria is thinking critically about how people interact with applications, services, and devices and how we can create new, innovative uses for the evolving AI technologies.
Answering questions from an FAQ page is a simple, familiar task — but what about capturing the questions people ask most frequently and generating, in real-time, the FAQ page? Simple chatbots can respond with links to helpful resources on a website, but what about one that actually navigates the website for you?
There are endless opportunities to support users’ specific needs with the best combination of voice, text, and touch. The future of the virtual assistant is going to be established by organizations and individuals who can’t stop saying “there has to be a better way.”
2018 and Beyond
Today, chatbots need significant training and users often need to be educated about the constraints of the software they are interacting with. Even with these limitations, it is powerful to move once complicated processes to more comfortable conversational interactions. The shifting of preferences from applications to messaging has become evident – worldwide, messaging apps (WhatsApp, Facebook Messenger, etc.) have surpassed social networks as the most popular mode of communication.
As advances in messaging and artificial intelligence continue to expand, users expect their experiences with web services to be increasingly simple and concise. Even technically complex, precise tasks – like doing your taxes – are now possible to complete with chat-like services. Over time, we are moving from social networks and sprawling applications to more familiar, conversational mediums.
Voice experiences, too, are going mainstream. Voice recognition in low-noise environments has reached a human-level of understanding, according to Google. They claim that 20% of searches are done via voice, and climbing. Moreover, 70% of those are conversation-based and driven by virtual assistants.
With this in mind, Cambria is thinking creatively about how we support our clients’ needs in the rapidly expanding artificial intelligence arena. We have developed virtual assistants to solve problems in ways that encourage users to re-evaluate how they think about familiar problems. Real-time website navigation, automated government services, and assisted form filling are just the tip of the iceberg.