Tag Archives: Voice assitant

Alibaba’s AI Customer Service is much better than Google Duplex

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A long-standing goal of an interaction between humans and computers has been to enable people to have a free conversation with machines, as they would with each other. In recent years, we have witnessed a revolution in the ability of computers to understand and to generate natural speech, especially with the application of deep neural networks.

One of the inventions in this area was Google Duplex. As you probably know, Duplex is a technology for conducting natural conversations to carry out “real world” tasks over the phone. The technology is directed towards completing specific tasks, such as scheduling certain types of appointments. For such tasks, the system makes the conversational experience as natural as possible, allowing people to speak normally, like they would to another person, without having to adapt to a machine. For example, Duplex can automatically reserve a table for you in a restaurant, using a phone call to a manager.

While Google is still testing and developing their new system on a small amount of Pixel phone Users, another giant tech company Alibaba already has a working model. It is used not for restaurants, but for an even narrower niche – the delivery of goods. At an annual AI research gathering, the e-commerce giant demoed a sample conversation where the voice-assistant was tasked to ask a customer where the package should be delivered.

The most amazing thing is that Alibaba’s voice assistant was able to deal with some controversial situations during the dialog such as interruption (pauses), nonlinear conversation (customer starts a new line of inquiry), and implicit intent (customer doesn’t explicitly says what he actually means). It is an amazing new which also once again underlines the superiority of China in the field of artificial intelligence, by the way. Currently, the agent is used only to coordinate package deliveries, but it could also be expanded to handle other topics.

Sources:

fossbytes.com/alibabas-ai-customer-service-is-way-ahead-of-google-duplex/

https://www.technologyreview.com/s/612511/alibaba-already-has-a-voice-assistant-way-better-than-googles/

https://www.techspot.com/news/77782-alibaba-already-has-voice-assistant-way-better-than.html

https://ai.googleblog.com/2018/05/duplex-ai-system-for-natural-conversation.html

venturebeat.com/2018/11/21/googles-duplex-is-rolling-out-to-pixel-owners-heres-how-it-works/

 

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