Tag: Ethical AI

Skit.ai‘s Augmented Voice AI Platform is now powered by Generative AI. With the incorporation of Generative AI, we are taking a giant step forward in capabilities of our Conversational Voice AI solution. The conversations are about to become more natural, and the capability to handle complex conversations significantly better leading to better CX and more collection for collection agencies.

At Skit.ai, we embrace the future and prepare to go beyond it.

The Giant Leap in Capabilities of Skit.ai’s Augmented Voice Intelligence Platform with Generative AI

With the application of LLMs, we are seeing a big jump in the conversational capabilities of our solution:

• Higher Conversational Accuracy: Significantly high conversational accuracy as LMMs are capable of understating conversational complexities with a profoundly superior understanding of context, sentence parsing, and response accuracy.
• Better Handling Complex Conversations: Superior understanding of complex conversations that were earlier escalated to human agents. This would cut down the percentage of calls passed over to live agents drastically.
• Out-of-scope Calls: As LLM powered voice AI solutions can handle a wide array of questions and issues, its ability to handle out-of-scope calls is thus much more.
• Better and more natural bot utterances.
• Faster Voicebot Creation: Incorporating Generative AI give a big boost to the speed at which new voicebots can be created as the inherent complexity and effort involved in design, and creation is a fraction of earlier effort.

Massive Performance Gains with Generative AI Springboard

Not resting with massive gains we are achieving with basic LLMs, we intent to take it a notch further up and outperform human collectors.

1. Going Beyond Human Agent Performance

An agents performance rests on two things: ability to communicate and technical skills. At Skit.ai, we see that with current LLMs, we can achieve superlative communication skills, and by training extensively with end-user data, we can achieve high degree of technical skills. Hence our solution can excel on both the fronts.

To share a rough estimate: the best performing agent finds success on 5% call (out of connected calls), while low performers convert ~2% of calls.

With generative AI, we take a big jump. From the current voicebot conversion capability of around 1-2%, we expect the performance to jump 3-4 folds. Beyond this, our Reinforcement Learning platform learns from outcomes to personalize the conversation to figure out the ideal strategies, learning from thousands of daily conversations.

2. Better, and More Natural Spoken Conversations

Generative AI with its unparalleled conversational capabilities needs to be complemented with equally capable speech synthesis and understanding systems that produces the right speech given the output from LLMs. And that is one of the major areas from the many below:

• A more natural-sounding TTS voice
• Conversational context handling prosody of generated audio
• Full duplex and backchannels in speech conversations

Ultimately, we will be able to deliver the most engaging conversations that delight consumers by solving their problems better than human agents.

Business Outcomes of Incorporating Generative AI

Below are the major impact areas we will more the needle on:

1. Higher Collection Rate, ~5%: It is a difficult number to quantify, but as the incorporation of Generative AI matures, we expect its collection capability to move beyond 5%, surpassing even the best of human agents.
2. Lower Agent Dependency, reduction by 50-80%: As the voicebot will be able to handle more complex queries we expect 50-80% reduction in agent touch points.
3. Higher Resolution Rate, ~100%: Better accuracy and better conversation with higher engagement will help us achieve a conversational resolution rate of close to 100%.
4. Creating New Voicebots: The effort involved in creating a new voicebot will see a significant dip, as the complexity will be remarkably lower.
5. Entering New Markets with Ease, 15X faster: Entering into new markets, training for new use cases and applications needing less effort and resources. We are estimating the process to be 15X faster.

The Way Ahead

Though the improvements in our Augmented Voice Intelligent Platform are visible and clear, we will further our efforts to achieve greater performance gains and stay ahead of the curve.

To learn more about how Voice AI can help support your human resources and scale their collection efforts with call automation, schedule a call with one of our experts or use the chat tool below.

Artificial intelligence is experiencing exponential innovation. Generative AI, ChatGPT, DALL-E, Stable Diffusion, and other AI models have captured popular attention, but they have also raised serious questions about the issue of ethics in machine learning (ML).

AI can make several micro-decisions that impact such real-world macro-decisions as authorization for a bank loan or be accepted as a potential rental applicant. Because the consequences of AI can be far-reaching, its implementers must ensure that it works responsibly. While algorithmic models do not think like humans, humans can easily and even unintentionally introduce preferences (biases) into AI during development and updates.

Ethics and Bias in Voice AI

Voice AI shares the same core ethical concerns as AI in general, but because voice closely mimics human speech and experience, there is a higher potential for manipulation and misrepresentation. Also, people tend to trust things with a voice, including friendly interfaces like Alexa and Siri. 

Call automation for call centers and businesses is not a new concept. Unlike computerized auto dealers (pre-recorded voice messages) like Robocall, Skit.ai’s Voice AI solution is capable of intelligent conversations with a real consumer in real-time. In other words, Voice AIs are your company representatives. And just like your human representatives, you want to ensure your AI is trained in and acts in line with company values and displays a professional code of conduct. 

Human agents and AI systems at any given point should not treat consumers differently for reasons unrelated to their service. But depending on the dataset, the system might not provide a consistent experience. For example, more males calling a call center might result in a gender classifier biased against female speakers. And what happens when biases, including those against regional speech and slang, sneak into voice AI interactions? 

In contrast to human agents, who might sometimes unintentionally display biases, Voice AI follows a predetermined, inclusive script while strictly adhering to guidelines that prioritize consumer satisfaction and compliance. This level of professionalism eliminates the potential for misbehavior and creates a positive consumer experience. 

Our team is always potentially looking out for any potential bias that accidentally seeps in, as ‘biases’ as constantly evolving. One thing can be acceptable today, but may bee seen as a bias tomorrow. At Skit.ai our skilled team of dedicated designers meticulously construct the dialogue patterns to guarantee balanced responses. Following these predefined scripts allows our Voice AI solution to offer consistent, unbiased interactions, thus establishing an inclusive user experience. This emphasis on conversation design aids us in overcoming potential biases that may surface in human interactions, thus securing a more balanced and impartial user experience.

Consumer Convenience and the Growing Preference for Voice AI

Consumers increasingly prefer interacting with Voice AI rather than human agents due to the convenience it offers. Voice AI allows users to communicate naturally through voice commands, eliminating the need to type or navigate complex menus. This convenience aligns with the preferences of many individuals who find it easier and more natural to speak rather than type. Furthermore, Voice AI is available 24/7, providing round-the-clock support without the need to wait for human agents. 

This instant access to information and assistance enhances consumer satisfaction and can lead to faster issue resolution. Additionally, voice interactions can be personalized and tailored to individual preferences, creating a more personalized and engaging consumer experience. The convenience and preference for voice-based interactions make Voice AI a valuable tool for meeting consumer expectations.

Building Ethical Voice AI 

Empathetic conversational design eliminates bias. At Skit.ai, we’re dedicated to developing leading-edge Voice AI technology. Our mission is to facilitate communication that is equitable and devoid of bias. Through conversational design, biases are eliminated, ensuring fair and inclusive interactions. A significant part of our strategy involves refining the conversational capabilities of our systems, striving for a natural, seamless exchange of speech that ensures equal treatment for all and eradicates discriminatory tendencies. As we navigate the future of work, Voice AI stands as a valuable tool, empowering enhanced communication, fostering seamless consumer conversations, and further elevating customer satisfaction.

To learn more about how Voice AI can help support your human resources and scale their collection efforts with call automation, schedule a call with one of our experts or use the chat tool below.