Chatbot: A horse in the artificial intelligence field

With the advancements in technology and markets, artificial intelligence is becoming an important entrance for data, services, and products to access human life. The evolution and development of chat bots have allowed it to gradually integrate into people's daily lives. From the virtual assistants on mobile phones to actual online customer service, the development path of chat bots is not short. As the basic elements of the business development of chat robots have matured, the ecosystem has been gradually established. Google Allo, a chat robot app developed by Google, has launched ChatBot chat robots, and Toyota will release the mini chat robot “KIROBO MINI” next year. More and more companies are starting to enter chat bots. Xiao Bian brings you together today to review this technology and look at its opportunities and challenges.

First, the development of chat robots for 50 years

In the mid-1960s, computer scientist Joseph Weizenbaum invented the first chatbot, Eliza. Eliza simulates conversations by using pattern matching and alternative methods to present the illusion that the program can better understand people's problems, temporarily allowing a real human to think that they are talking to another person.

After this, a variety of robots with different uses were developed. One of the representative chat robot systems is ALICE. ALICE was born in 1995 and won three awards in 2000, 2001, and 2004. The AIML (Artificial Intelligence Markup Language) released with ALICE is widely used. After ALIC, there are a variety of chat robots that use machine learning technology, Microsoft Xiao Bing, AppleSiri, Baidu Du.

Today's chatbots understand what people are saying, and are generally based on NLP (Natural Language Processing) to set specific semantics for writing or speaking. In addition, many chat bots use professional system software that imitates human experts to make decisions and extract a small amount of information to answer questions.

With the rise of deep learning and AlphaGo's successful application of deep learning, chat robots have acquired new technical means. Some chat robot manufacturers have begun to apply deep learning techniques. It is believed that in the near future, more chat robots will use deep learning methods to access massive data to predict problems and respond quickly to broad topics so that they can promptly respond to relevant questions.

Second, chat robot specific application scenario

It has always been a chat robot that everyone might think of Microsoft's Xiao Bing and Xiao Na, and Apple's Siri. Many people think that they are very interesting, but in most cases, there are no useful technologies. However, in recent years, it has had some specific application scenarios, such as customer service, personal assistants, quiz, and chat.

Chat robot application scene division

Robot type represents product

Customer Service Robot I Robot, Jingdong JIMI Robot, Ali Xiaomi Business Edition

Private Assistant Apple Siri, Google Now, Microsoft Cortana, Baidu Secret, go out to ask, assistant to also

Knowledge quiz IBM Watson, Wolfram Alpha

Chatting with robots Microsoft "Little Ice", WeChat "Little Micro", "Little Yellow Chicken"

The main function of the customer service robot is to answer the user's questions about the product or service, reduce the cost of the company's customer service operations, and enhance the user experience. Representative systems include the small I robot, Jingdong JIMI robot, and Ali Xiaomi Business Edition. Users communicate with customer service robots to understand product information, pre-sale, post-sale, etc. In general, when the robot cannot answer user questions, the system will provide some mechanism to turn the user to manual customer service. Customer service robots are typical business robots, and chat topics are generally secondary to customer service robots. The key to good customer service robots is getting information about products and services and mastering detailed business rules. Therefore, companies like Alibaba and JD.com have a large amount of commodity information on their own, and formulate their own business rules and procedures. Relatively speaking, it is easier to develop practical customer service robots than other companies.

Work division of banking chat robots and manual customer service

Personal assistants interact with chat bots through voice or text, such as weather, calendar management, ordering, taxis, etc., to help users handle their daily affairs. Assistant apps include AppleSiri, GoogleNow, Microsoft Cortana, Baidu Tarihi, go-to-question, and assistants. AppleSiri is known for voice recognition and can use voice to operate mobile phones on Apple terminals. It is a representative personal assistant. Although the goal of the assistant application is personal assistant, more people just experience or use it as an entertainment tool. Apart from the limitations of speech recognition and natural language processing technology, the more important factor is that it is not suitable for some scenarios, such as ordering food. , Now mobile e-commerce is very mature, one-click shopping, and a good UI experience, a lot faster than using voice or typing, voice is limited by the environment (such as noisy environment), and there are privacy issues. Therefore, the most important aspect of personal assistants is to choose a good application scenario. For example, a car-mounted smart device is a very suitable scene. When you drive, you cannot operate with your hands, use your voice more safely, and your car environment is relatively quiet. Generally, there are no privacy issues.

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