As someone interested in the ever-evolving world of technology, I’ve witnessed a lot of developments in AI, particularly in the realms of language processing and user interaction. Reflecting on these advancements, I've been wanting to share why, in my opinion, the recent strides in AI aren't as surprising as you might find them to be.
I use different pronounces as i refer to the same thing. I use AI and LLM (Large Language Model) for todays take on systems like ChatGPT.
My first Encounters with "AI"
My journey with LLMs began earlier than some people realize. I had my first experiences with Flow.ai around 2018/2019. Back then, it was clear to me that we were on the brink of something. However, the general public seemed largely unaware of these undercurrents in AI development. The fact is, companies like Flow.ai (now part of Khoros) were laying the foundation for AI systems we see today like ChatGPT.
Read up on a post i wrote back in 2019 about our experiences with Flow.AI together with Stefan Samba.
Remco Loup.
Flow.ai: A Missed Opportunity for 333travel
My experience with Flow.ai was an eye-opener back then. It was a game-changer in the AI space for me, demonstrating the potential of neural network-based conversational AI. Looking back at it, when we tried integrating this technology at 333travel back in 2018, we might have been to far ahead of our time. Our natural style of helping people with asking for a proposal, did not gain the traction we hoped for using a LLM. Our customers (luckily?) preferred interacting with human specialists rather than bots. This was a clear indication that while the technology was promising, market readiness was another story.
People hated talking to the "oldstyle" chatbots not understanding what you meant due to the lack of intent understanding.
The Siri example
Let's talk a bit about Siri, Apple's virtual assistant. Since its launch in 2011, Siri has made some strides. However, from my point of view, these improvements have been modest at best in the intent learning space. Siri, along with other tools like Cortana and Google Assistant, still required very specific commands and often struggled with understanding intent. While there has been some progress there, it's been to slow of a curve in understanding human language and mainly intent.
- 2010-2011: Siri's initial years saw its integration into the iPhone 4S, offering basic voice recognition and command execution.
- 2012-2013: Expansion into new languages and dialects, broadening its user base.
- 2014-2015: Entry into new markets and the launch of SiriKit, allowing third-party app integration.
- 2016-2018: Introduction to macOS and the release of Shortcuts for customized voice commands.
- 2020-2021: moderate improvements in language translation, integration with Apple's ecosystem, and enhanced speech recognition.
AI and Customer Interaction
As a technology enthusiast, I find ChatGPT impressive in many ways, but it's essential to acknowledge that it's no substitute for the detailed understanding that human specialists provide. Lets take a Tour Operator for example. Crafting a feasible travel plan is a whole different take. The last thing you want is to make mistakes there.
So why would we let an AI do the talking to the customer and then replace it with a human? Isn't it better to do it the other way around? Let our specialists use an AI to create a personal travel plan and send it quicker using AI? Bonding your customer with real human interaction is most preferable when doing sales.
If you dont know what you are talking about you are not able to spot mistakes in responses from AI. This will always be a major concern. First hand knowledge is still mandatory. That is why something like ChatGPT is a tool that needs to be used by skilled people about the subject to accelerate their work.
I dont believe in separate integrations within websites that take up space pretending to be a smart AI. The search function already present on websites will solve this issue. and people that are going to use an AI (LLM) dont want to interact with a different LLM every time. they will use their own PA to answer these questions if needed.
The first step companies need to solve is implementing a search engine in their website that understands intent. By understanding intent you can give people actually a useful answer based on the content on your website.
You need a profound integration with your LLM and your rich content. Especially in the Travel Industry. Using your website to become smarter using LLM is much more logical in my opinion then a popup "person" you can talk to.
The future of AI is undoubtedly exciting, but it's a path we must navigate with both optimism and caution.
My Take on AI's Future
Looking ahead, I see AI as a field growing with possibilities but also filled with challenges. The journey from the early days of specific command-based systems to the more intuitive, context-aware models from today have been fascinating. However, there is still a long way to go in achieving the of AI that can really understand and interact with humans on a more profound level.
Conclusion
In summary, while AI's recent advancements may seem sudden and surprising to many, they are part of a long, ongoing process of technological evolution. My experiences at 333travel, especially with innovative platforms like Flow.ai, have shown me the potential and limitations of AI. As we move forward, I believe it's crucial to balance our enthusiasm for AI with a realistic understanding of its current capabilities and limitations.
You are unique by keeping it close to yourself and not by using technology to do your core business for you. Always keep a personal touch!
