Ukuhlaziya imizwa: Ingabe imishini ingayiqonda indlela esizizwa ngayo?

• About the Author:
• Igama lomlobi

  I-Quantumrun Foresight
• October 10, 2023

Isifinyezo sokuqonda

Izibalo zemizwa zisebenzisa ubuhlakani bokwenziwa ukukala imizwelo yomuntu kusukela enkulumweni, umbhalo, nezimpawu ezibonakalayo. Ubuchwepheshe bugxile kakhulu kusevisi yamakhasimende nokuphathwa komkhiqizo ngokulungisa izimpendulo ze-chatbot ngesikhathi sangempela. Esinye isicelo esiyimpikiswano sisekuqashweni, lapho kuhlaziywa ulimi lomzimba nezwi ukuze kwenziwe izinqumo zokuqasha. Naphezu kwamandla abo, ubuchwepheshe buthole ukugxekwa ngenxa yokuntuleka kwesisekelo sesayensi kanye nezinkinga zobumfihlo ezingaba khona. Imithelela ihlanganisa ukusebenzisana kwamakhasimende okwenzelwe wena okwengeziwe, kodwa futhi nokuba nokwenzeka kwamacala amaningi nokukhathazeka ngokuziphatha.

Umongo wezibalo zemizwa

I-Emotion analytics, eyaziwa nangokuthi ukuhlaziywa kwemizwelo, ivumela ubuhlakani bokwenziwa (AI) ukuqonda ukuthi umsebenzisi uzizwa kanjani ngokuhlaziya inkulumo yakhe nesakhiwo somusho. Lesi sici sinika amandla ama-chatbot ukuthi anqume izimo zengqondo zabathengi, imibono, kanye nemizwa ngamabhizinisi, imikhiqizo, amasevisi, noma ezinye izihloko. Ubuchwepheshe obuyinhloko obunika amandla ukuhlaziya imizwelo ukuqonda kolimi lwemvelo (NLU).

I-NLU ibhekisela lapho isofthiwe yekhompuyutha iqonda okokufaka ngendlela yemisho ngombhalo noma inkulumo. Ngaleli khono, amakhompyutha angakwazi ukuqonda imiyalo ngaphandle kwe-syntax esemthethweni evame ukubonisa izilimi zekhompyutha. Futhi, i-NLU ivumela imishini ukuthi ixhumane nabantu isebenzisa ulimi lwemvelo. Le modeli idala ama-bot angakwazi ukuxhumana nabantu ngaphandle kokugadwa. 

Izilinganiso ze-Acoustic zisetshenziswa ezixazululweni ezithuthukisiwe zokuhlaziya imizwa. Babona izinga umuntu akhuluma ngalo, ukushuba kwezwi lakhe, futhi bashintshe izimpawu zokucindezeleka phakathi nengxoxo. Inzuzo enkulu yokuhlaziya imizwa ukuthi ayidingi idatha ebanzi ukuze kucutshungulwe futhi kwenziwe ngendlela oyifisayo ingxoxo ye-chatbot ukuze uthole ukusabela komsebenzisi uma kuqhathaniswa nezinye izindlela. Enye imodeli ebizwa ngokuthi i-Natural Language Processing (NLP) isetshenziselwa ukukala ukushuba kwemizwa, ukwaba amaphuzu ezinombolo emizweni ekhonjiwe.

Umthelela ophazamisayo

Amabhrendi amaningi asebenzisa ukuhlaziya kwemizwa ekusekeleni nasekuphatheni amakhasimende. Ama-Bots askena okuthunyelwe kwenkundla yezokuxhumana kanye nokukhulunywa ngomkhiqizo ku-inthanethi ukuze ahlole umuzwa oqhubekayo ngemikhiqizo namasevisi awo. Amanye ama-chatbot aqeqeshelwe ukuphendula ngokushesha ezikhalweni noma aqondise abasebenzisi kuma-agent angabantu ukuze baphathe ukukhathazeka kwabo. Ukuhlaziya imizwa kuvumela ama-chatbot ukuthi axhumane nabasebenzisi mathupha ngokuzivumelanisa nezimo ngesikhathi sangempela nokwenza izinqumo ezisekelwe kusimo sengqondo somsebenzisi. 

Okunye ukusetshenziswa kokuhlaziya imizwa kusekuqashweni, okuyimpikiswano. Ikakhulukazi eqashwe e-US naseNingizimu Korea, isofthiwe ihlaziya labo okuxoxwa nabo ngolimi lwabo lomzimba nokunyakaza kobuso ngaphandle kolwazi lwabo. Enye inkampani ethole ukugxekwa okukhulu mayelana nobuchwepheshe bayo bokuqasha obuqhutshwa yi-AI yi-HireVue yase-US. Inkampani isebenzisa ama-algorithms okufunda komshini ukuthola ukunyakaza kwamehlo omuntu, ukuthi ugqoke ini, kanye nemininingwane yezwi ukuze kuphrofayili ikhandidethi.

Ngo-2020, i-Electronic Privacy Information Center (EPIC), inhlangano yocwaningo egxile ezindabeni zobumfihlo, yafaka isikhalazo ku-Federal Trade of Commission ngokumelene ne-HireVue, ithi izinqubo zayo azikhuthazi ukulingana nokungafihli lutho. Noma kunjalo, izinkampani eziningi zisathembele kubuchwepheshe ngezidingo zabo zokuqasha. Ngokuvumelana ne Izikhathi Zezezimali, isofthiwe yokuqasha ye-AI isindise u-Unilever amahora angu-50,000 omsebenzi wokuqasha ngo-2019. 

Ukushicilelwa kwezindaba i-Spiked kubize i-emotion analytics ngokuthi "ubuchwepheshe be-dystopian" obuzobiza u-$25 billion USD ngo-2023. Abagxeki bayaphikelela ngokuthi ayikho isayensi ngemuva kokuqashelwa kwemizwa. Ubuchwepheshe abunaki ubunkimbinkimbi bokwazi komuntu futhi esikhundleni salokho buncika emibonweni ekha phezulu. Ikakhulukazi, ubuchwepheshe bokubona ubuso abuzicabangeli izimo zamasiko kanye nezindlela eziningi abantu abangafihla ngazo imizwa yabo yangempela ngokwenza sengathi bajabule noma bajabule.

Imithelela yokuhlaziya imizwa

Imithelela ebanzi yokuhlaziya imizwa ingase ihlanganise: 

• Izinkampani ezinkulu ezisebenzisa isofthiwe yokuhlaziya imizwa ukuze ziqaphe abasebenzi kanye nezinqumo ezisheshayo zokuqasha. Nokho, lokhu kungase kuhlangatshezwane namacala amaningi nezikhalazo.
• Ama-Chatbot anikezela ngezimpendulo ezahlukahlukene nezinketho ezisuselwe emizweni yabo abayibonayo. Kodwa-ke, lokhu kungaholela ekuhlonzweni okungalungile kwesimo sekhasimende, okuholela kumakhasimende anganeliseki kakhulu.
• Izinkampani eziningi zobuchwepheshe ezitshala imali kusofthiwe yokuqaphela imizwa engasetshenziswa ezindaweni zomphakathi, okuhlanganisa nezitolo zezitolo.
• Abasizi bangempela abangancoma amamuvi, umculo, nezindawo zokudlela ngokusekelwe emizweni yabasebenzisi bazo.
• Amaqembu amalungelo omphakathi afaka izikhalazo ngokumelene nonjiniyela bobuchwepheshe bokuqashelwa kobuso ngokuphulwa kobumfihlo.

Imibuzo ongaphawula ngayo

• Ucabanga ukuthi anembe kangakanani amathuluzi okuhlaziya imizwa?
• Yiziphi ezinye izinselele zemishini yokufundisa ukuze kuqondwe imizwelo yabantu?