Some time ago, my friend, a sales development representative, was exploring a new AI tool for her team. The representative at the demo from the software company explained, “We decipher customer intent using AI.”
In a subsequent meeting with her boss, she recited these words verbatim — the software deciphers customer intent with AI. But when probed to explain what this entailed, she was left speechless. The conversation soon veered off course.
We believe this situation isn't uncommon. Often, those searching for breakthrough solutions may not fully understand how they function, thus failing to recognize their actual potential or the potential risks.
Artificial intelligence (AI) has experienced such a swift rise to prominence that many have not had the chance to truly understand it. Consequently, AI discussions often lead to hurried judgments, decision-making paralysis, or a fear of asking questions to avoid looking uninformed.
If you've ever felt like this, know you're not alone. And that's why we're here.
Welcome to our AI roundtable, where we unpack AI. Our aim is to equip you with a robust understanding of AI so you can confidently spearhead your next AI-centric conversation.
Here's What We’ll Explore
- GPT and Generative AI
- Intent AI
- AI Safety & Concerns
- AI Personalization
- Key AI Questions to Ponder
GPT and Generative AI
AI is predominantly in the spotlight due to a tool known as ChatGPT. It's not an AI category in itself but can be considered the generic term for GPT, akin to Kleenex is for tissues.
What is GPT?
It stands for Generative Pretrained Transformer.
- Generative means the AI creates new text based on input.
- Pretrained indicates the AI has been trained on a vast text data corpus (sourced from the internet).
- Transformer points to the AI's use of a transformer-based neural network architecture to process input text and generate output text.
GPT is one type of generative AI, but there are many others. Generative AI covers a broad range of AI solutions that generate things like social media text, website code, images, and more. For instance, ChatGPT is often used for content generation such as emails, blogs, and summaries.
Generative adversarial networks (GANs) are another form of generative AI used for image creation. In these networks, two models compete with each other. Initially, the generator creates apparently false data, which progressively looks more like real data through feedback loops with the discriminator. GANs are currently used in Hollywood to generate a youthful version of Harrison Ford for the upcoming Indiana Jones film.
Generative AI isn't the only form of AI. Intent AI has been around for a while, and we at Warmly have been fine-tuning it continuously.
Unlike generative AI, Intent AI concentrates on outcomes – the final goal a user seeks to achieve by interacting with the AI. This could range from identifying leads to streamlining sales processes or initiating conversations.
If you're familiar with Amazon's Alexa, Intent AI operates similarly.
Intent AI employs natural language processing (NLP) and machine learning to transform inputs like text or audio into actionable data. Once the user's intent is discerned, the data is directed through a dialogue manager, which selects the appropriate response. The response is then articulated via a natural language generator (NLG) in a human-like fashion.
Through machine learning, the AI continuously assesses these conversations to better comprehend context and customer needs over time.
Data collected by AI can help craft personalized experiences for your customers. But how do you achieve this without seeming invasive?
The answer is transparency. Especially in sales and marketing, it's essential for customers to know when they're interacting with AI and have the option to end the interaction if they choose. However, if they opt for the AI experience, every subsequent conversation allows you to create increasingly personalized interactions.
AI Questions to Consider
The rise of ChatGPT has democratized AI, and both tech professionals and companies are closely watching its potential benefits.
As leaders in Intent AI, we believe ChatGPT exemplifies the power of AI in assimilating vast amounts of information and automating certain content creation. It also demonstrates how generative AI can boost efficiency and generate valuable insights for personalized customer experiences.
However, new technologies always come with risks, so understanding how the technology works before implementing it is key. If you're thinking about incorporating AI into your organization, here are five questions you should prioritize:
- How will AI integrate with my existing technology stack?
- What will the learning curve look like for successful AI adoption?
- What type of data does the company's AI use and store?
- How will data security be ensured?
- Can the AI solution be customized to fit my business needs and objectives?
AI is certainly trending – and for good reason. When properly implemented, it can significantly enhance your efficiency. However, determining the right implementation for your business can be complex. With some clarity on AI's complexities, you'll be ready to explore AI in a way that optimally benefits your business. If you're ready to start that discussion, reach out to us.