Are we overestimating Artificial Intelligence? Can technology ever truly replace a present and attentive human mind?

Looking next years out, we expect to see far higher levels of Artificial Intelligence.
These self-motivating, self-contained agents, will be able to carry out set objectives autonomously, without any direct human supervision. Some of them will certainly become self-programming. But by the time they fully evolve, Machine Learning will have become culturally invisible in the same way technological inventions of the past years disappeared into the background.
Human
Transition of
Responsibility
Machine
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    Human only
  • Early
    Warning
    System

    Assistance
  • Monitoring
    System

    Hands
    off

    Semi
    Autospanation

  • Awareness
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    Eyes off /
    Attention
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    High
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  • General
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    Mind
    off

    High
    Autospanation
  • No
    Human

    Automated

The winners will be neither machines alone, nor humans alone, but the two working together effectively.

No matter what fresh insights computers unearth, only humans can decide the essential questions, such as which critical business problems a company is really trying to solve.
Just as humans need regular reviews and assessments, so "intelligent machines” and their works will also need to be regularly evaluated, refined—and perhaps even fired or told to pursue entirely different paths - by executives with experience, judgment, and domain expertise.

REPLY OFFERS ARTIFICIAL INTELLIGENCE & MACHINE LEARNING SOLUTIONS TAILORED FOR YOUR BUSINESS


THE POWER OF CONVERSATION

We have entered a promising new era of computing, where advances in machine learning and artificial intelligence are creating a resurgence of interest in conversational interfaces and natural language processing.
This boosts potential for conversation as the new mode of interaction with technology.

Conversational Systems are intelligent machines capable of understanding language and conducting a written or verbal conversation with a user. Their objective is to provide informed answers, assistance, help in direct channel interaction and possibly in real time.


The adoption of Conversational Systems is aimed at improving Customer Experience by steering Human-Machine Interaction.

WHAT ARE CONVERSATIONAL SYSTEMS?

Conversational systems are designed for conducting a conversation via auditory or textual methods, convincingly simulating how a human would behave and taking advantage of sophisticated Natural Language Processing and Understanding capabilities.

Reply framework Robotics for Customers introduced a Human centered design approach for conversational interfaces, aimed at creating “experience systems”, by humanizing processes and exploiting advanced technology. Besides, the Personality by design approach is the methodology aimed at shaping Bot personality, thus enhancing design of interaction styles, by humanizing Customer touchpoints and augmenting user experience.

Download Brochure about Conversational Systems and Reply’s Solutions

A NEW CUSTOMER-ORIENTED COMMUNICATION CHANNEL THAT USES MACHINE LEARNING TOOLS

Conversational interfaces, based on voice interaction or chat, are rapidly spreading in common use. Messaging platforms allow interaction with chatbot while smart speakers (Amazon Echo, Google Home, etc.) have quickly spread today.

Reply develops conversational agents in the field of customer care and personal assistant. In the world of customer care, there are several applications of chatbots to increase the effectiveness of the help desk services. Personal assistants provide support in daily tasks.

Read more about Chatbots

CONVERSATIONAL COMMERCE

E-commerce and retail trade continue to develop. In the past, ongoing development was often driven primarily by technological progress, but this is no longer the case, as the focus nowadays is often placed on the customers and their changing behaviour when it comes to buying.

Input/output devices for voice-supported shopping are already available and can be exchanged as and when required: the smart watch on the wrist, voice recognition in the car or even specialised voice assistants like Amazon’s Alexa or Google Home.
If natural language cannot be used due to, for example, the current situation or the surroundings, informal written orders can also be placed via messengers such as WhatsApp or Telegram. Based on SAP Hybris as a Service (YaaS), Reply Voice Commerce provides a package that can be used to communicate with various services on the in/output devices via a generic interface.

Read more about Reply Voice Commerce

CONVERSATIONAL SYSTEMS IN THE AUTOMOTIVE INDUSTRY

One of the first cases where the Robotics for Customers approach has faced Chatbots has been in the automotive industry, where online assistants have been conceived for product presentation and catalogue configuration.

The way people shop for cars has changed markedly

For the automotive sector, Reply is offering a chatbot solution to instantaneously and fully automatically handles customer interactions dealing with a wide range of topics such as car configuration, customer survey, after-sales service.

Chatbots have the potential to convincingly mimic human actors and even pass the Turing test

CUSTOMER CARE AUTOMATION IN THE UTILITIES SECTOR

Reply has developed a new customer care service using the chatbot technologies for a leading multi-utility company. In addition to its ability to interact with a human speaker, the chatbot implements an end-to-end process that identifies and extracts the information required by the user from back-end systems, supplying this information in real time within the context of a conversation carried out in natural language. The interaction between the user and the chatbot is immediate and does not require login procedures, resulting in a marked improvement of the service offered to the customer.

The New Challenge for Contact Centre Automation

PERSONALITY BY DESIGN

In recent decades, we have witnessed the emergency of an increasingly robotic society and the growth of complex artificial intelligence. We are in a world where the conversation is the interface and the personality is the new User Experience.

Conversations with bots follow the same rules as communication between people

Data Driven Machine Learning Robots

Intelligent Process Automation

Data Robotics, defined as the set of technologies, techniques and applications required to design and implement a new automation process based on self-learning and artificial intelligence technologies, facilitates the introduction and integration of automation into organisational processes. Thanks to the application of “smart” technologies Intelligent Process Automation guarantees an improvement of Robotic Process Automation, facilitating the evolution from solutions that handle straightforward and recurring tasks, to new paradigms based on machine learning techniques.

Intelligent Process Automation 0

PREDICTION & PRESCRIPTION

PREDICTION & PRESCRIPTION

Today’s cutting-edge technology already allows businesses not only to look at their historical data but also to predict behavior or outcomes in the future—for example, by helping credit-risk officers at banks to assess which customers are most likely to default or by enabling telcos to anticipate which customers are especially prone to “churn” in the near term (exhibit).

Prescription is the most advanced stage of Machine Learning, because it is, after all, not enough just to predict what customers are going to do; only by understanding why they are going to do it can companies encourage or deter that behavior in the future. Technically, today’s machine-learning algorithms, aided by human translators, can already do this.

Some samples of Reply’s experience: Machine Learning for Fraud Fighting and Insurance Fraud Detection via Unsupervised Learning Methods

RECOMMENDATION

RECOMMENDATION

From an organization perspective, a Recommendation System can be built on a small amount of data, which can be as diverse as an organization may hold in specific business domains.

Reply introduced a unified development strategy for Recommendation Systems which allows different kinds of services to be developed and implemented in a straightforward manner, from prototypes to production environments. The data processing engine is provided by advanced analytics, typically built using AI-driven and Machine Learning capabilities. Download Brochure about Recommendation Systems and Reply’s Solutions

Some samples of Reply’s experience: Bringing Recommendation Engines in Production Environments and The Banca Mediolanum Case

RECOGNITION

Image and Video Recognition

Reply adopts innovative Deep Learning techniques for the recognition of images and videos. These techniques, based on neural networks (eg Convolutional Neural Network) allow the use of networks pre-trained on general datasets, or the creation of customized networks on specific datasets. It is so possible to realize recognition engines that allow the identification of specific objects and / or features in videos and images, and the characterization of the sentiment of facial expressions, too.

Reply already developed projects in these field, including the recognition of sentiment in the customer care field, augmented reality (recognition of specific objects to guide the application logic), visual verification of anomalies, the counting of objects on the shelves, etc.

Written and Spoken Language Recognition

Language identification is a Machine Learning technique that allows not only the conversion between voice and text, but also the understanding of the meaning of the text itself. Deep Learning, and specifically frameworks like TensorFlow, are used today to create sophisticated learning models.

Reply has gained the skills for the integration of smart speakers and the know-how necessary for the realization of language recognition models based on the most advanced platforms. Semantic search engines together with machine learning algorithms support the identification of the most relevant results to the requests.

Featured Business Case: Natural Language Processing across the Automotive Value Chain