The future of customer service and even audience engagement on social media may be driven by machine learning. Chances are we all remember Microsoft’s Tay AI, who Tweeted some pretty outrageous things, as “her” algorithm scoured the deepest troll havens of the internet for topics. But if you can allow the technology to learn from a singular source, for example a person’s text conversations, then the topics returned by the algorithm will be more relevant to the personality and tone of that person.
The impact of this could have is huge. Could it destroy a brand identity in awkward responses or could it possibly respond to all of a major companies followers while still remaining unique helpful? I think machine learning has the potential to make a positive impact.
Thanks to Google Allo, you can get a taste of this technology in the Smart Reply feature. Its not quite the future I tried to explain previously, but it is definitely a step in that direction. Google Allo can’t quite reply to your texts, but rather suggest responses.
Download Google Allo in the App Store
Allo Features (as described in the app store)
Smart Reply: Respond to messages without typing a single word. Smart Reply learns over time and suggest responses to text and photos, in your style. Currently only available in English.
Stickers: Say it all with the perfect sticker. Stickers in Google Allo are designed by independent artists and studios from around the world.
SHOUT or whisper: No more typing in ALL CAPS to get your point across. Say it louder or quieter by changing the size of your text with a quick swipe.
Meet your personal Google Assistant: Google Allo brings you the Google Assistant, which debuted with the Pixel and Google Home. Find restaurants nearby, share videos to watch, and get answers, right in your conversation with friends. Add @google to your group conversation or chat one-on-one with your Assistant. It’s your own personal Google, always ready to help. Currently only available in English.
Incognito mode: Send messages with end-to-end encryption, use private notifications to help keep your chats more discreet, and control how long your messages stick around with expiring chats.
Stay tuned for the next post on the top 5 SEO certifications you can get to prove your understanding.