Should You Use Open-Source Conversational AI Platforms?

Conversational AI platforms are one of the emerging technologies that most businesses are starting to implement to streamline customer service. In this diverse tech niche, open source options are also becoming a contender, helping some organizations develop successful solutions for their business. But, as with all open source platforms, when it comes to a business setting, it is essential to clearly understand what the open source essence can mean for the company. 

In this entry, we will discuss open-source conversational AI and whether or not companies should consider using it. 

What is an Open Source Conversational AI

To understand open-source conversational AI technology, we need to start by defining open-source technologies. Generally speaking, open source refers to the idea that the logic and programming behind any particular software is openly available to the public. This is very useful in many fields, providing a collaborative environment in which people can build on top of each other's work to augment the product. However, as we will explore, it also has multiple downsides worth considering, especially at the enterprise level. 

An open-source conversational AI software allows the public to use an open conversational solution to handle their needs.

Open-Source Conversational AI Platforms in the Market

The market for open-source conversational AI platforms is quite robust. While giants in the tech ecosystem build some options, some smaller players have also started to play an important role in pushing the industry forward. 

Most open-source platforms for conversational AI are highly customizable, allowing companies to adapt them to their business models. At the same time, community support and collaboration tend to be abundant in open-source platforms, allowing developers to build on each other’s work. 

Note: While open-source platforms are free, they still require a lot of effort from IT teams, potentially becoming an implementation hurdle to ensure data quality and security.

Some of the most commonly open-source conversational AI platforms are:

• Google Dialogflow
• IBM Watson Assistant
• Microsoft Bot Framework

If you are looking for a Conversational AI Google Cloud Partner solution built for enterprise, you should consider Mosaicx. Our 30+ years of expertise in building complex journeys for enterprise-level companies in only 90 days set us apart from open-source options with long implementation timelines and large internal bandwidth requirements. 

Drawbacks of Using an Open-Source Conversational AI Platform

Technological implementation always has some drawbacks worth considering before moving forward. In the case of open-source conversational AI platforms, these are some of the most relevant aspects that organizations must consider:

• No Customer Service: Open-source platforms are community-driven and do not have a dedicated customer service instance. These tools are open but require effort to be set up from a business perspective.

• Data Privacy and Security: A major problem with open-source tools is that sensitive data may not be as protected as with closed platforms. Most open-source tools don't have robust data handling protocols, meaning that information leaks are more likely to occur.

• Bias and Misinformation: While this should not be a problem given that you train the platform with your information, the platform itself can be biased from the start. Without thoughtful curation, these models can produce harmful stereotypes or misinformation about your company.

• Lack of Accountability: Companies are liable for misuse of users' information and must enforce policies to protect their data. With open-source models, accountability becomes more complicated for businesses, making it harder to address issues in case of incorrect platform usage. 

• Scalability and Maintenance: Open-source projects work primarily based on community support, which can become a liability for organizations. Controlling the potential technologies you implement is vital and can't be left as an afterthought. Thorough scalability and maintenance are more straightforward with an experienced partner than with an open-source tool where you must do a lot of the work or depend on a community project that doesn't match your objectives. 

• Ethical Misuse: Given its open nature, bad actors can potentially use conversational AI built upon open-source models for fraud, fake news generation, or manipulating public opinion. Without clear structure and control of the platform's functions, it becomes more challenging to prevent these abuses.

What are the Benefits of using Open-Source Conversational AI?

It’s not all gloomy for open-source conversational AI. Just as there are multiple drawbacks to implementing them, there are also benefits that can be helpful for various companies exploring this technology.

• Cost-Savings: Most open-source tools are free to use. If you want to experiment or play around with conversational AI or run a smaller business or startup, open-source conversational AI might be an excellent place to start. Just keep in mind it will be limited and most likely unsuccessful at scale. On the other hand, if you need an experienced partner who can help you build conversational AI solutions that work for your entire organization, partners like Mosaicx are a much better option. 

• Customization and Flexibility: Unlike tools without open-source code, technically savvy users can customize open-source tools for their specific needs, which match their industry, users, etc. Most enterprises, however, may not have the resources nor the time to work around such tools in a usable, helpful, and efficient way. We help our partners implement conversational AI solutions that provide solutions for your end users and strategic insight for management teams.

• Community Support: Accessing a community of engaged builders who work on improving the platform is helpful for most in-house developers. Rather than having to figure out how to do everything themselves, community support means you can ask for help in public forums, share resources, access community events, etc. 

• Integration with Other Tools: Open-source tools generally have robust APIs and flexible designs that allow them to integrate with other systems. Sometimes, the integrations may already be rebuilt, but in many cases, you would need a team of experts to develop and integrate open-source tools with your tech stack.

• Transparency and Accountability: Open-source tools allow developers to see how the system works. As a result, they may audit the software to improve whatever aspect they believe might not fit their business's ethical and compliance objectives. 

Should You Choose an Open-Source Conversational AI Platform?

Choosing a conversational AI platform with an open-source environment is not a black-and-white decision. These platforms are a great starting point for small businesses or companies wanting to experiment. However, working with a capable provider may be a better option for companies developing a robust, scalable, and trusted service system.

At Mosaicx, we have been helping enterprises meet their goals with a technically superior product and white-glove customer service. If you’re looking for a partner with experience in robust organizations, complex data modeling and systems, and the capacity to build ad hoc features, please get in touch with us. We’d love to show you how we can help you grow your business and delight your customers.