The definition of AI is relatively simple.
According to Merriam Webster, the definitions are:
1. A branch of computer science dealing with the simulation of intelligent behavior in computer
2. The capability of a machine to imitate intelligent human behavior.
While the definition of AI is simple, it’s also expansive. This field of computer science has limitless applications in almost every industry, from augmented reality to email spam filters, robotic warehouses, and more. Because of how vast AI is, the word triggers different mental images, from sci-fi movies to robots and more. Adding the word “Conversational” in front of AI helps twist the mental kaleidoscope to focus on computers engaging in a human-like conversation, however, it’s still a fairly broad term.
These pre-determined mental images are extremely important when it comes to marketing and advertising your Conversational AI business because they impact how people search. I’ll give an example of a finding we came across earlier this year. We ran a Google Advertising Campaign, and one of our keywords was “Virtual Assistant”, a digital guide helping the human through the text, voice, or other conversation flow. It's a fairly standard term in our industry, however, we quickly discovered that people searching for “virtual assistants” weren’t looking for Conversational AI products, but for remote jobs as an assistant. Even with negative keywords, our click-through rate wasn't even half of some of the other terms we used.
Pre-determined mental images in addition to the broad AI use cases can make it difficult truly explain what your Conversational AI technology does. But, we've seen success in focusing more on how - through which medium - Conversational AI technology can help automate a customer service use case. Conversational AI (CAI)'s main categories include Interactive Voice Response (IVR), Chatbot, Visual IVR, and Multimodal.
Let's break those terms down: