It’s the goal of every chatbot to make conversation as natural and “human” as possible. That way, people will accept them as a valuable part of the customer service they receive. But to have a natural conversation takes empathy, compassion and an understanding of the most subtle changes in tone. We at Nova One believe we’re on the way to giving chatbots just that ability.
Taking part in a conversation is an amazingly complex interaction. Although you might be unaware of it, your brain is automatically and subconsciously working at a million miles an hour: What is the other person thinking? What are they feeling? Why did they react like that? (Do I care?) How should I respond? How can I get what I want from this conversation? Ooh, it’s my turn to talk… what should I say next?
That’s why creating enjoyable conversations is such an incredible challenge for any bot father. To create a genuine conversation, you need to have some emotional intelligence. Not only that, you also need to be able to show some emotions yourself. But is it really possible to build a chatbot with compassion, i.e. build an artificial emotional intelligent chatbot?
Up to now, chatbots have barely been able to cope with standard natural language processing (NLP), the ability to match the incoming words of a chat with the things that the bot knows. But recent studies at the universities of Nijmegen and Tilburg have shown that it is possible to determine emotion or sarcasm in texts and to take these emotions into account when generating an answer.
At Nova One, we reckon that Natural Language Generation based on AI models is the key to an enjoyable human-bot conversation. That means taking emotion into account and modifying the standard answer to fit the customer’s expectations. Now Nova One is undertaking the first steps in creating an non-scripted bot that has artificial emotional intelligence on top of its regular AI. In other words, the capacity to be aware of, to control and to express emotions as well as handling interpersonal relationships in an appropriate way.