Traditionally, the discovery and design phases before implementing a conversational artificial intelligence (CAI) solution required deep skillsets and extensive manual effort (not to mention a great deal of time). Development teams needed to meticulously comb through documents upon documents to identify intents, investing considerable time inputting data to construct the necessary classification models for application development. To boot, human error and insufficient historical data often complicated matters and led to less-than-optimal CAI solutions.
So, conversational artificial intelligence company Omilia recently announced the launch of Pathfinder, a tool designed to significantly reduce CAI application design and development time to accelerate and improve customer deployments. Part of the Omilia Cloud Platform, Pathfinder ingests, processes and analyzes raw, unstructured data from files such as PDF, TXT, CSV and HTML. It then identifies and categorizes customer intents and uncovers automation opportunities that CAI applications may be missing.
In short, Pathfinder creates example customer queries, identifies the most effective resolutions for each query and deduces business logic to simulate the ideal conversational flows and the most optimal outcomes. This gives developers all the empirical data they need to quickly and easily augment conversational AI applications. With Pathfinder, the process is automated, reducing development time and reducing error rates associated with manual data entry.
By more swiftly, effectively and continuously mining the data than a human could, Pathfinder identifies more opportunities to create self-service applications, and provides more accurate answers.
“Effective Conversational AI applications rely heavily on quality data. However, manually reviewing and uploading every asset related to your business is time-consuming and resource intensive,” said Claudio Rodrigues, Chief Product Officer at Omilia. “Pathfinder removes this burden for businesses, enabling more efficient information ingestion. This not only enhances the design and implementation phases for our customers but, as a result, virtual assistants can more accurately assist callers, so enterprises can successfully fulfill more calls, reduce the number of calls that have to be passed to human agents, and provide the consumer with a far superior customer experience."
In late summer 2024, Pathfinder will also be able to ingest and analyze API specifications and transcribed dialogues from contact centers to create CAI applications, according to the company.
Edited by
Alex Passett
