Intelligent machines are on the way, but please don’t fill another content silo!
According to this popular statistic, by 2020, less than two years away, 50% of all searches will be voice searches and chatbots will power 85% of all customer service interactions. 85 percent!! C’mon?
Having just returned from the Information Energy conference in Amsterdam, where Precision Content was a sponsor, the common opinion seemed to be that the inevitable flood of AI-powered interactions and devices is gathering strength. Most attendees agreed that AI will likely replace or augment human workers in every sector (the author realizes this is a highly controversial topic which is being glossed over… perhaps a new post).
The machines are on the way
According to PWC’s report, Bot.Me: A revolutionary partnership: How AI is pushing man and machine closer together, 27% of consumers weren’t sure if their last customer service interaction was with a human or chatbot. Several of our technology partners like WittyParrot, SDL, and Acrolinx already have AI-powered products in the marketplace. Their AI-powered products help to automate data-intensive tasks like mortgage approvals or are augmenting management and deployment of language and content-intensive tasks.
Yes, AI, machine learning, chatbots, etc. are on the way. However, right now in order to capitalize on these technologies companies requires zettabytes of content and the human capital investment to “train” the machines. Right now companies using chatbots are rewriting their content for this delivery channel creating another content silo.
Don’t fill another content-silo
Stop the madness! Do not fill another content silo. If you’re going to rewrite your high-value content, do it in XML so you can exploit the content in multiple delivery channels, not just a chatbot. Instead, invest in the content creation programs you already have. In many cases, you likely already have the talent, tools, and systems to support the enterprise.
There’s no reason to create new departments full of writers dedicated to creating content specifically for chatbots and voice interfaces. A better solution is to leverage existing marketing and product content for these new delivery channels.
Add the intelligence at the time of creation
To be successful chatbots, voice interfaces, and intelligent agents require intelligent intent-based content. It is important to create information for intended user responses by aligning it with information types. Don’t wait until the end of the content life-cycle to make your information intelligent. Add the intelligence at the time of creation.
At PCAS we are experts in preparing your content for these technologies with state-of-the-art, market-leading tools and methodologies. Learn about how we help prepare content for intelligent machine with microcontent at Enabling Content in Chatbots and AI: Part II — The Microcontent Solution