Kategoria: Lekta

Talking to machines more naturally than ever before—voice interface for Lekta NLP

Talking to machines more naturally than ever before—voice interface for Lekta NLP

Voice User Interface (VUI) has become one of the most natural and intuitive methods of human-machine interaction. Today, we already use it to control cars, smartphones, and numerous connected home devices. We even communicate with businesses such as banks or insurance companies via self-service voice applications, without using touch-tones (DTMF). Take a look at our previous posts on Connected Customers and Contact Centers where we cover these topics in more detail. In fact, there are several reasons why voice UI is so cool: very often, it’s a more suitable way of, let’s say, providing a […]

Contact centers (yesterday, now, tomorrow)

Contact centers (yesterday, now, tomorrow)

Not everyone feels confident that they are getting the best possible help when they call a contact center for assistance. This skepticism often extends to the technology being used when a customer calls with a question. This is important since the technology that the person handling the call can determine how well they do their jobs as well as the kind and amount of information they have about the caller. Technology that provides context about the customer is still a rarity. Let’s take a look at how contact centers have changed over the years and […]

Natural Language Processing, Artificial Intelligence, Machine Learning, bots —a passing trend or much more?

Natural Language Processing, Artificial Intelligence, Machine Learning, bots —a passing trend or much more?

Artificial intelligence is taking over the world whether we want it or not, so we can either make it work for us or against us. I choose the former. But how? That’s one of the things we talked about with some fellow startuppers last week.

The wonders of the SaaS startup community

It’s good to experience the startup community firsthand from time to time. It helps you keep your finger on the pulse much more effectively than just gathering data online or talking to people on Facebook and Twitter. That’s exactly why we decided to go to the SaaS Meetup, to see what the perceived trends in the startup world are, and to talk to some founders to find out whether these trends actually mean something. We also wanted to introduce some of our ideas and get feedback on how to best develop, launch, and promote our project.

So, we got into a few discussions on AI, NLP, machine learning bots taking over the world and all that. But… before I go on to talking about the outcomes, maybe I should start by telling you what it is we’re doing at Lekta :).

Lekta – the voice interface of the future

Well, in a nutshell, we’re doing some really awesome stuff. I’m not saying that simply because it’s my job to put Lekta in the best light possible but because I’m honestly and extremely excited about the possibilities that lie ahead of us. And by us, I don’t just mean the Lekta team, I mean the entire world; the world of everything connected: connected customers, connected devices, connected businesses.

But anyway, I’m starting to babble and you probably just want to finally find out what Lekta is. Right?

Lekta is an advanced spoken and written Dialogue System Framework. It redefines the way people communicate with businesses. Lekta’s cutting edge technology can automatically manage millions of conversations with customers, users, and devices.

And what exactly does that mean? It basically means that you can use Lekta as a voice (and also text) interface for anything you want. It can be a 24/7 virtual agent in a contact center, e-commerce store or a doctor’s office. It can add voice control to any app. It can enable your IoT devices to have a real conversation with you. It can help you to easily connect apps to each other, apps to devices, and more.

I call it „Siri on steroids”, but Lekta is so much more than that. I’m not going to go into too many technical details because I’m not the one who should do it, the creator of Lekta, Jose Quesada, and our Lead Developer, Daniel Slavetskiy, are way more qualified to do that. And don’t worry, they will. Soon. On this blog.

In the meantime, let me go back to our SaaS Meetup discussions.

Are AI and NLP the way to go?

We mainly discussed AI and NLP and specifically tried to answer the question whether the two actually make our lives easier. Do people prefer touchscreens and clicking a couple of buttons instead of using voice commands? And do they prefer talking to a human instead of a virtual assistant? Well, the opinions vary but we did come to some conclusions*:

  1. Some people just don’t want to talk to robots however, most people don’t mind talking to a robot, as long as doing so actually speeds up the process of, say, ordering a pizza or scheduling a medical appointment. So, as long as talking to a bot makes things easier and faster, the users won’t mind not being able to talk to a customer support agent, a secretary or a sales assistant.
  2. People don’t want to be tricked into thinking they’re talking to a real human. They actually prefer knowing they’re talking to a robot from the very beginning, as opposed to discovering the fact after engaging in the conversation.
  3. There might be an issue with the security of ASR-enabled solutions. When you allow a device to detect your voice at any point in time, the sensible assumption would be that it’s always listening. Take Amazon’s Echo, for example. You put it on a table in your living room and when you want to have a private conversation… are you sure Amazon doesn’t hear you? We obviously don’t want to get paranoid and, personally, I try not to care about stuff like that but, a lot of people can get freaked out if you tell them that the reason why they can voice-control everything around them is that every single device is listening to them. All. The. Time.

So those are the main things we managed to discuss between keynotes and lunch :).

The future of AI

The keynotes though! The speakers only assured us in thinking that we’re right in the eye of the AI storm. The predictions are that basically everything will be AI-enabled sooner or later. Starting with healthcare, marketing and business intelligence.

According to Nick Franklin‚s (CEO of ChartMogul) keynote, AI will also be crucial in customer service, sales, and bookkeeping. The UI paradigm also shifts toward more natural language in both text and voice communication.

„Artificial Intelligence: Sub-Industry Heatmap” by CBInsights
Nick Franklin’s keynote at SaaS Meetup in June 2016 in Krakow, Poland

Since Lekta is all about AI and NLP, I’d say we have a great chance of becoming part of something big – bigger than just a passing trend and temporary hype. AI is here to stay, so let’s use its full potential to make our lives… even more enjoyable!

*Remember, these are just conclusions from a bunch of startuppers, based on what they heard, read, saw, and experienced – so not exactly a sample representative of our entire society. But still, I think we managed to touch on some important issues that can be a base for further discussion. So… is there anything AI/NLP-related that you would like to discuss?

By Daniele Zedda • 18 February


By Daniele Zedda • 18 February

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