Language I/O released its multilingual chatbot for Salesforce. Customers expect immediate responses from businesses when they are searching for help with an issue, and 64% of customers expect 24-hour customer service support to be available. The challenge comes in meeting those customers in their native language, so effective problem solving and direction is provided. In the US alone, approximately 13% (50 million people) of consumers are not native English speakers. Messages passed to chatbots, as with live chat, are often not written out in complete sentences with proper grammar. Customers are more conversational, the way people actually speak to each other in real life. The challenge of multilingual translation for chatbots, that Language I/O solves, is processing all the messy user generated content (UCG) including jargon, misspellings, acronyms, product names, etc.
This week I suggest articles by Walid Saba and Joshua Benton and have news from Google, TeamViewer and SAP, Amplitude, Jorsek, Asana, and SpeechLive. (<2 min)
You’ll note that I continue to experiment a bit with the format. After I try out a few more things I’ll follow up with the long-promised survey, especially given Apple’s new Mail Privacy Protection. (See Joshua Benton’s article below.) In the meantime just reply to this email to let me know what you think.
Opinion / Analysis
Ontology, knowledge graphs and NLU: three pillars of one and the same system
The application of enterprise knowledge graphs and natural language understanding and processing continue to grow, for good reason, but neither is easy and the combination even less so. In this short piece Walid Saba identifies a key problem yet argues that this combination, plus ontology is, in general, necessary for success. How to accomplish this? Well, he’s not the only one looking at this. The company he works for, Ontologik, is in stealth mode, but their site has links to an accessible presentation, and to more technical research.
Apple announcements impacts on news publishers
Joshua Benton provides a good summary of last week’s announcements publishers big and small will care about. It’s a mixed bag, but changes to notification controls and the coming end of open rate statistics for newsletter publishers, like us, will not be pleased. The only thing we track is activity in our ad-free newsletter which provides important customer feedback.
- Scroll speculation… Twitter’s Attempt to Scroll Past Advertising
- Using Meaning as Universal Knowledge Representation (technical)
- Well, there are some signs… Europe’s cookie consent reckoning is coming
- Mixed blessing… Will Google’s MUM Kill SEO?
- Facebook Eli5 is an Open Source Dataset for Long-Form Question Answering Models (techncial)
Content technology news
Google announces Google Workspace for everyone
Includes individual subscription offer, enhancements to Google Meet, and security and privacy capabilities for trusted hybrid collaboration…
TeamViewer and SAP partner to provide AR for maintenance and repair
TeamViewer’s Augmented Reality based workplace digitalization suite Frontline will be integrated into SAP solutions and SAP’s partner program…
Amplitude unveils experimentation application for digital optimization
Experimentation and delivery workflow integrates customer data into every step from hypothesis to targeting to measuring results…
Jorsek enhances easyDITA
Improves content creation, customer experience, and delivery with a new integration with Docusaurus and expanded Schematron support…
Asana adds video messaging from Vimeo, other features
New personal productivity suite features also include intelligent prioritization and smart calendar assistant integration with Clockwise…
Philips SpeechLive supports direct speech recognition in third-party applications
Speech recognition supported directly in productivity applications such as Microsoft Word, Outlook or CRM software…
The Gilbane Advisor is curated by Frank Gilbane for content technology, computing, and digital experience professionals. The focus is on strategic technologies. We publish recommended articles and content technology news weekly. We do not sell or share personal data.