foreword
The artificial intelligence revolution will do to our intelligence what the lever did to our physical strength. It will change the world at micro and macro levels, from how each of us writes, thinks, or makes decisions, to how large organizations redesign work and transform jobs. And one of the most common ways in which people will use AI is conversational user applications.
Conversational AI is a powerful tool that allows businesses and organizations to serve their customers in better and faster ways. It increases self-service capabilities and handles common inquiries, freeing human agents for focus on higher-value work.
As common as this conversational interface of AI is, there are not many books that describe how to do it well. I was happy to encourage my colleagues Andrew Freed, Cari Jacobs, and Enikő Rózsa to share their hands-on experience and provide a framework that others can benefit from. In this book, they have organized and outlined a framework of common challenges to take into account when interacting with conversational applications and interfaces, and provided practical solutions using a variety of techniques, including data science, generative AI, and conversational design principles.