How Google is paving the way for Conversational AI

A brief history of artificial intelligence


In the 1950s Alan Turing, a British scientist, came out with a hypothesis that someday computer programs would have the ability to interact with human beings. He published his popular article, ‘Computing Machinery and Intelligence’ which starts with the question “Can machines think?”

Important Components of Conversational AI


Now that we’ve looked at how it started, let’s go ahead and discuss what powers this branch of artificial intelligence to get a better understanding of how it works.

  1. Machine Learning — this is a field of artificial intelligence that refers to the features, algorithms, and data sets required to help AI run. The more data entered, the more accurately and efficiently the AI can offer patterned solutions and also help it generate natural responses
  2. Natural Language Processing — this refers to the process of language analysis used by conversational AI in its interaction with human beings. It works in tandem with machine learning, which then allows AI to process and analyze huge amounts of data. NLP helps AI to accurately process information provided to it.

What Google is doing to help push Conversational AI to the limelight


When the company debuted Google Assistant to the world in 2016, they did so through their messaging software Allo. Later that year when Google unveiled their first generation of Pixel Phones, they came equipped with their version of the virtual assistant. This, so far, is the company’s first public foray into artificial intelligence.

DialogFlow and its implications on Conversational AI


In a September 2020 announcement, Google said it is introducing two variations of its popular DialogFlow:

  • DialogFlow ES (Standard)
  • DialogFlow CX

What does this mean for the contact center industry?


What with Google at the forefront of Big tech, their dedication and continues perusal of chatbots and conversational AI gives a lot of confidence in this aspect of the industry. If Google thinks this is the way forward, the rest of the world are likely to follow suit.



Conversational AI is here to stay, and the best we can do is to adopt to the changes that come with the times. Despite the fears of some regarding AI becoming sentient, the benefits that come with incorporating AI into our customer service operations cannot be denied.

No Comments

Post A Comment