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How is Conversational AI Improving Customer Experience? – ReadWrite



How is Conversational AI Improving Customer Experience? - ReadWrite

The Conversational AI allows the program to be a part of human-like interactions. This set of technologies empower the applications to send automated replies. It is yet another example of the exponential rate of innovations happening in the artificial intelligence field.

As a result, businesses are investing in conversational AI technologies like Chatbots to serve customers round-the-clock. Although the benefits of using this advanced technology are innumerable, you need to answer certain questions while assessing a conversational AI solution.

Conversational AI is Still Evolving

We are still undergoing the phase of revolution wherein innovators are bridging the gap between the artificial and natural interactions among humans and computers. Constantly, developers are empowering Conversational AI technologies to decipher human actions and mimic human-like conversations.

According to research, the Conversational AI market size is expected to reach US Dollars 15.7 billion by 2024. This clearly depicts the interest of investors in this technology and gives a sign of a lucrative future scope for businesses.

The incorporation of context, relevance, and personalization after deciphering various languages and tones is the end goal of this set of technologies. Chatbots are integral components of these technologies. Consequently, they undergo continual enhancements.

Conversational AI is not the Same as Traditional Chatbots

What do you like more, scripted TV shows or reality shows? Traditional chatbots are the scripted ones and Conversational AI chatbots are the non-scripted ones. The former one works with scripted dialogues whereas the latter one works with the context.

When scripted traditional chatbots are created, developers feed the dialogues with proper keywords. The bots are able to respond with the most appropriate reply out of the many replies added to their memory.

When a user sends a particular text, the chatbot identifies the keywords and sends in the scripted replies. This adds tons of burden on the owner of the chatbots. Hence, they update the conversations to make them look realistic.

The traditional scripted chatbots are not able to converse in real-time with users by understanding the context of the whole conversation. As a result, this compromises the customer services of the businesses.

This particular loophole is looked after by the chatbots powered by conversational AI. They hold the capability to engage in any dialogue after grasping the context of the whole conversation. They do not follow a script because they have in-built conversational capabilities in the software. Let’s understand how they work in detail.

Work Process of the Conversational AI

Conversational AI works with a combination of technologies. With the integration of advanced technologies, Conversational AI performs the function of interacting like humans. Here are the steps involved in the work process of these technologies:

1. Accept the Inputs

The first step involved in the functioning of Conversational AI is to accept the inputs from users. These inputs can be in the form of text or speech. If the inputs are in the written form, text recognition technology is applied. On the other hand, if inputs are spoken phrases, then voice recognition technology is applied.

2. Comprehending

Text and voice recognition is done with AI technology natural language understanding (NLU). After the application reads the inputs, the user intent is understood before forming any kind of response. Usually, businesses can use conversational AI for comprehending responses in various languages. In a nutshell, this is one of the most difficult steps in the work process of a chatbot.

3. Creating Response

In this step, the Natural Language Generation (NLG) is used to create responses in a language that humans understand. After deciphering the intent of the human, dialog management is used to create responses. Finally, it converts the computer-generated responses into human-understandable language.

4. Delivering Response

Finally, the response created in the previous step is shared with the users in the expected form. Either the system delivers it as a text or conducts the production of human speech artificially. Are you able to recall the voice of Alexa or Google Assistant? They generate their responses by following this process only.

5. Learn from Experience

Conversational AI also has provisions for improving their responses for future interactions by learning from their experiences. By accepting suggestions, the application learns to deliver better responses in future conversations.

Technologies used in Conversational AI

The Conversational AI platforms use a set of technologies at the right times to complete the work process. All these technologies are empowered by Artificial intelligence. Let’s understand these technologies in brief.

1. Automatic Speech Recognition (ASR)

The application interprets the spoken phrases by deploying this technology. Adding to this, it converts the speech into texts for the app. Voice assistants like Alexa, Google Assistant, etc. use Automatic Speech recognition.

2. Advanced Dialog Management

This technology helps in forming the response to the conversational AI app. Dialog management arranges this response for the next technology. Further, converts it into something which humans can understand.

3. Natural Language Processing (NLP)

Conversational AI uses natural language processing along with its two subsets. The first one is Natural language Understanding which understands the meaning as well as the intent behind any text. It can decipher texts shared in multiple languages as per the programming.

Both chatbots, as well as voice assistants, use this technology. After ASR, voice apps apply NLU. The second one under the NLP technology head is Natural Language Generation. Conversational AI uses this in the last stage of the work process by Conversational AI.

It creates the responses by converting the computer-generated replies into a language that is understandable for humans. This technology deploys dialog management to conduct this task seamlessly.

4. Machine Learning (ML)

Machine learning is great at understanding a set of data. In conversational AI also, machine learning is used to understand the interactions that have happened over time. Also, ML identifies better responses to these interactions.

Therefore, it understands user behavior and guides the app to create better responses. Humans also join machine learning in this task and together make the Conversational AI app a better interactor for customers.

Benefits of Using Conversational AI for Better Customer Engagement

Businesses are struggling for quite a long time to improve their customer engagements. As a consequence, conversational AI tools like Chatbots have become an integral part of websites and apps. Hence, the developers are working hard to incorporate conversational AI in their solutions.

Conversational marketing has become a proven corporate strategy for millions of businesses operating across various domains including healthcare, tourism, education, etc. Let’s find out what exactly can Conversational AI do to empower customer engagement:

1. Never-ending Scalability

Contrary to human customer support executives, Conversational AI can provide solutions to as many customers as possible at one time. Therefore, you can scale up your operations to any limits. Moreover, it can provide human-like interactions around-the-clock without any interruptions.

2. Acts as a Supportive Wing

In an organization, teams work together towards achieving organizational goals. Conversational AI technologies work with human experts and take their burdens away. They do those tasks which are humanly not possible at the same consistency as that of Conversational AI. This leaves room for human experts to entertain customers only when required.

3. Reduces Cost

Investing in conversational AI solutions might seem an added expenditure to you. But in the long run, the functions it performs reduces your cost. You will not have to pay employees for all the shifts to satisfy customers with real-time conversations. These applications prove to be immensely cost-effective for businesses.

4. Offers Data Insights

As mentioned above, machine learning understands the past experiences and interactions to improve your Conversational AI potential for future interactions. This allows businesses to get an insight into the data.

Hence, you will be able to know your customers’ preferences, behavior, and requirements. Furthermore, you can utilize this data for various other purposes to improve your plans and strategies.

5. Improves Productivity

The primary reason for investing in conversational AI solutions should be the need to improve productivity. It enhances overall productivity with uninterrupted, credible, and prompt customer services.

24×7 support and human-like interactions decrease the risk of losing customers. Hence, conversational AI is capable of providing better customer engagement and ultimately a rise in customer retention rate.

Leverage Conversational AI in Omni-Channel Approach

Investing in conversational AI might seem lucrative after reading about its work process and benefits. Before taking the final call, make sure to identify the channels where you are going to leverage this technology.

When it comes to the customer experience journey, we need to take care of many gateways. With conversational AI solutions, you can provide live chats, social media interactions, messaging on various platforms like Whatsapp, SMS, etc., as well as emails.

Therefore, businesses are using the omnichannel approach. Under this approach, they use multiple engagement channels and offer a seamless and intuitive customer experience. It allows businesses to offer their customers a proactive engagement and prompt responses.


Across the world, businesses are deploying high-end artificial intelligence technologies. This, in turn, offers business solutions to enhance the engagement of customers. Therefore, we can these technologies to offer an improved experience to your users. Conversational AI holds the potential to strengthen customer and business relationships. All you need is to explore it efficiently!

Yatin Malik

Yatin Malik is a Digital Marketing Strategist at Sparx IT Solutions, a mobile app development company. With 8 years of experience in the IT domain, he writes to share and inform about the latest tech trends.


Amazon Bets Big on OpenAI Competitor Anthropic



iPhone 15 models could be available in India on launch day for the first time

In an effort to remain competitive with Microsoft and Google in the artificial intelligence space and capitalize on generative AI, Amazon will invest up to $4 billion in Anthropic and take a minority ownership position in the AI firm.

Anthropic, which recently released a new AI chatbot called Claude 2, is an OpenAI competitor founded by former research executives from the ChatGPT creator. It is backed by Google and Salesforce Ventures, among others.

Amazon and Anthropic shared that they are forming a strategic collaboration in the generative AI space, with the startup unsurprisingly tapping Amazon Web Services as its primary cloud provider. AWS customers will receive early access to special features for customizing models — such as the ability to build via Amazon Bedrock.

“The agreement is part of a broader collaboration to develop the most reliable and high-performing foundation models in the industry,” the companies said in an official announcement.

AWS will design custom-made semiconductors to train the foundational models — large AI models developed using massive amounts of data — of Anthropic’s AI applications. The semiconductors may compete with Nvidia’s flagship AI-focused graphics processing units.

Amazon’s investment in the Anthropic follows Microsoft’s multi-billion dollar investment in OpenAI in January.

Featured Image Credit: Photo by Karolina Grabowska; Pexels; Thank you!

Adam James

Adam is the Editor-in-Chief of ReadWrite.

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Revolutionary Samsung IoT-Trackable Credit Card



Deanna Ritchie

Samsung has recently introduced a credit card in South Korea with a distinctive feature: it can be tracked using the company’s SmartThings Find service. This creative development in the credit card industry enables users to observe the real-time location of their card through Bluetooth Low Energy technology. This innovative feature provides an additional layer of security for cardholders and simplifies the process of locating misplaced cards. Integrating SmartThings Find service into Samsung’s credit card offering significantly makes everyday payment tools more efficient and connected to modern digital ecosystems. Currently, the card is exclusively available in South Korea, where it has been launched in partnership with KB Kookmin Card. Samsung has not yet revealed any intentions to offer a similar product in the United States.

Integration of Samsung IoT-Trackable with SmartThings Find App

The Internet of Things (IoT) compatible card can be effortlessly integrated into the SmartThings Find app, and similar to Apple’s Find My system, its location can be relayed to users through additional Samsung devices that detect it. This innovative feature aims to reduce the occurrence of lost or misplaced cards, ultimately providing extra convenience for Samsung cardholders. As IoT technology continues to develop and becomes more ingrained in our daily lives, offerings like this card may become increasingly commonplace in the near future. This feature is applicable whether the card is close by or far away in another nation. Samsung states that the card utilizes Bluetooth Low Energy (BLE) for this function, rather than ultra-wideband technology — another choice for the SmartThings Find service.

Alternatives for Tracking Essential Items

For those in the United States seeking comparable tracking choices, other options are accessible. One such option is the popular Tile Tracker, which uses Bluetooth technology to locate lost items effectively. Apple has also introduced the AirTag, which combines ultra-wideband and Bluetooth technology to provide a seamless experience for iPhone users tracking their misplaced valuables.

Utilizing Existing Trackers for Wallets

Users can place an Apple AirTag into their wallets or investigate the many Bluetooth trackers available in the market, which come in a variety of shapes and dimensions. These trackers utilize Bluetooth technology to connect to your smartphone, allowing you to locate your wallet if it’s misplaced or lost easily. Whichever option you choose, investing in a wallet tracker can provide peace of mind and protection for your valuable personal items.

Effectiveness of Tracking Devices

The effectiveness of these devices relies on factors such as whether they use ultra-wideband, Bluetooth Low Energy, or both (with ultra-wideband offering precision finding capabilities that Bluetooth Low Energy lacks) and the tracking network the device employs. Additionally, the size of the tracking network plays a crucial role in determining the success rate of locating lost items, as a more extensive network increases the chances of finding them. Other features, such as battery life, durability, and user interface, contribute to these devices’ overall usability and effectiveness.

The Future of IoT in the Credit Card Industry

As technology continues to evolve, the credit card industry is expected to implement IoT-based features further, giving rise to smarter payment tools and services. The integration of location-based technologies, like Samsung’s trackable card, provides an excellent opportunity for financial institutions to enhance security and offer a more connected customer experience. As IoT becomes more prevalent in our daily lives, it will be interesting to witness the burgeoning role of IoT-enabled cards and how they redefine the payment industry.

Samsung’s introduction of an IoT-compatible credit card makes everyday payment tools more efficient and connected to modern digital ecosystems. The integration of credit card tracking capabilities allows financial institutions to enhance security and customer experience. As IoT technology develops, even more innovative features and tools are expected to emerge in the credit card industry, making daily transactions more seamless and secure.

Frequently Asked Questions (FAQ)

What makes Samsung’s IoT-trackable credit card unique?

Samsung’s IoT-trackable card through Bluetooth Low Energy technology enhances security and simplifies the process of locating misplaced cards.

Is Samsung’s IoT-compatible credit card available outside South Korea?

Currently, the card is exclusively available in South Korea, where it has been launched in partnership with KB Kookmin Card. Samsung has not yet revealed any plans to offer a similar product in the United States or other countries.

How does the card integrate with the SmartThings Find App?

The IoT-compatible card can be easily integrated into the SmartThings Find app, allowing its location to be relayed to users through additional Samsung devices that detect it. The feature aims to reduce lost or misplaced cards, providing extra convenience for Samsung cardholders.

What are some alternative solutions for tracking essential items like credit cards and wallets?

Alternative tracking solutions include the popular Tile tracker, which uses Bluetooth technology to locate lost items, and Apple’s AirTag, which combines ultra-wideband and Bluetooth technology for a seamless tracking experience for iPhone users.

Can existing tracking devices be used for wallets?

Users can place an Apple AirTag into their wallets or explore the many Bluetooth trackers available in the market, which come in various shapes and sizes. These trackers use Bluetooth technology to connect to your smartphone, allowing you to locate your misplaced or lost wallet easily.

What factors affect the effectiveness of tracking devices?

The effectiveness of tracking devices depends on factors like the type of technology used (ultra-wideband, Bluetooth Low Energy, or both), the tracking network employed, the size of the tracking network, and features such as battery life, durability, and user interface.

What does the future of IoT in the credit card industry look like?

The credit card industry is expected to implement IoT-based features further, leading to more innovative payment tools and services. Integrating location-based technologies provides opportunities for financial institutions to enhance security and offer a more connected customer experience. As IoT becomes more widespread, it will be interesting to see the evolving role of IoT-enabled cards and their impact on the payment industry.

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Deanna Ritchie

Managing Editor at ReadWrite

Deanna is the Managing Editor at ReadWrite. Previously she worked as the Editor in Chief for Startup Grind and has over 20+ years of experience in content management and content development.

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Ransomware Negotiation and Ethics: Navigating the Moral Dilemma



Ransomware Negotiation and Ethics: Navigating the Moral Dilemma

Ransomware attacks have developed in recent years from mere data breaches to sophisticated operations. These attacks often involve targeting organizations, and these cyber criminals have gone from a minor speck on the digital security radar — to a widespread and highly advanced type of cybercrime. Nowadays, businesses of all sizes and industries find themselves trapped in a game of digital chess. Their opponents use nefarious tactics to compromise essential and sensitive data, holding said data hostage for exorbitant ransoms, with ransomware attacks increasing 105% in 2021.

The difficult choice of whether to engage with hackers holding critical information hostage has repercussions beyond the digital sphere, challenging the ethical foundations of businesses and institutions. A thorough analysis of the ethics behind choosing to negotiate or not is necessary as businesses struggle with the conflicting demands of protecting their operations and honoring their ethical obligations.

The Case for Negotiation

As organizations confront the imminent threat of data loss, operational disruption, and potential harm to stakeholders that may be caused by ransomware, a compelling argument emerges in favor of engaging in negotiations. Therefore, we must examine the most effective techniques for mitigating the effects of ransomware attacks. Although it may appear counterintuitive to some, negotiation can be a useful strategy for safeguarding the interests of victims and the larger digital ecosystem.

    • Data Protection and Business Continuity: Because a business’s capacity to operate is significantly compromised when it is the target of ransomware, negotiation may provide enterprises access to crucial data and systems again, allowing them to resume operations quickly. Negotiation offers victims the opportunity to recover encrypted data while decreasing the impact on their everyday operations; this can be particularly crucial for medical institutions, emergency services, and other essential services that directly affect the safety and well-being of the general public.
      • Reducing Economic Impact: Organizations may suffer substantial financial losses due to ransomware attacks, including those related to downtime, damage to reputation, and potential legal consequences; such financial ramifications can be limited through negotiation. While it’s crucial to stress the need for cybersecurity precautions, bargaining can act as a backup plan to lessen firms’ burdens if all else fails.
        • Strategic Resource Allocation: The decision to negotiate with cybercriminals is complex and often influenced by resource constraints and cost considerations. Bargaining may be an effective tool for allocating resources, as negotiating for releasing valuable company assets can be less expensive than completely rebuilding systems. Organizations might choose negotiations as a strategic action that balances financial caution with the necessity of resuming operations.

Negotiation May Be a Bad Idea

In the intricate world of ransomware negotiations, a parallel argument emerges that raises questions on the ethics of the decision to engage with cybercriminals. Negotiating with cyber hackers raises a fundamental concern: the potential for organizations to reward criminal behavior inadvertently. Negotiation is a potential means of limiting losses and recovering invaluable data. However, many ethical considerations lie beneath the surface of possible relief, urging both caution and contemplation.

While the need to safeguard operations and stakeholders is of the utmost importance, the underlying ethical implications compel organizations to navigate this terrain with caution and foresight. From the troubling prospect of perpetuating criminal activities to legal liabilities, the decision to negotiate with cybercriminals or not emerges as much more complex as it has repercussions far beyond the immediate crisis.

        • Promises Not Kept: The first challenge in ransomware negotiation lies in the illusion of control. Organizations paying ransoms to retrieve their data may believe they have a guarantee of recovery. However, there is no assurance that cybercriminals will provide or delete stolen data and information. Businesses could pay substantial sums without recourse if the attackers renege on their promises.
        • Legitimizing Criminal Behavior and Enabling a Vicious Cycle: Engaging in ransomware negotiation has broader implications for the cybersecurity landscape. It effectively legitimizes criminal behavior by demonstrating that ransomware attacks can yield financial gain, thus sending a dangerous message that encourages cybercriminals to continue their activities, knowing that victims might give in to their demands.

The potential for negotiation to start a vicious cycle is another of the most contentious aspects of negotiation. By succumbing to the attackers’ demands, organizations unintentionally provide money to criminal enterprises, allowing them to hone their strategies and initiate new campaigns.  This perpetuates a dangerous ecosystem and cycle where cybercriminals are financially rewarded for their illicit activities.

        • Undermining Law Enforcement Efforts: Negotiating ransomware can make it more challenging for law enforcement to identify and apprehend online perpetrators. The encrypted payment methods and anonymous networks utilized for negotiations make it tough for authorities to trace the flow of funds and identify the criminals behind the attacks. This makes it more challenging to hold wrongdoers accountable and break up criminal networks.

Exploring Alternatives– Proactive Measures

Ransomware attacks have evolved into a significant threat, demanding careful consideration of alternative strategies and proactive measures to mitigate their impact. Organizations must adopt a multifaceted approach that includes prevention, preparedness, and recovery rather than solely relying on negotiation. A business may be able to avoid having to decide whether or not to negotiate during a ransomware attack by investing heavily in their security, implementing effective data backup and recovery strategies, maintaining strong endpoint security, and threat intelligence & monitoring to reduce the risk of security breaches, and employee training to reduce the risk of human error.

The role of collaboration between governments, law enforcement, and businesses in preventing and addressing ransomware attacks can not be overstated. Organizations can navigate the aftermath of a ransomware attack with the aid of law enforcement agencies and legal professionals. Investigations are facilitated by reporting incidents to law enforcement, and legal advice can assist organizations in choosing the best course of action while abiding by regulatory requirements.


Ransomware negotiations present a complex ethical landscape where organizations must weigh their responsibilities to stakeholders, societal well-being, and the potential consequences of their decisions. While the moral dilemmas surrounding negotiations persist, businesses must consider both the short-term and long-term impacts of choosing to negotiate or not. As cyberattacks evolve and increase in both magnitude and prevalence, the ethical considerations surrounding ransomware negotiations will continue to challenge organizations, making it essential for them to navigate these complexities with vigilance and integrity.

Negotiation in ransomware situations is a nuanced strategy that must be considered in conjunction with robust cybersecurity measures. Although choosing to negotiate provides a pragmatic approach to address the immediate challenges posed by ransomware attacks, safeguarding data, business continuity, and economic stability, the technological and ethical challenges it presents cannot be ignored. By refraining from negotiation and redirecting efforts toward proactive cybersecurity measures and law enforcement collaboration, organizations can contribute to a more resilient digital landscape and send a clear message that criminal behavior will not be rewarded.

Featured Image Credit: Mikhail Nilov; Pexels; Thank you!

Misan Etchie

Digital Marketer, Content Writer, Search Engine Optimizer, White-hat Link Builder

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