Providing compelling, conversational, frictionless access to application services, with the user’s intentions at the core – not the application
Say what? Every day, new and exciting applications pop up that don’t look like traditional applications. Often you can’t even see them at all. Building on powerful artiﬁcial intelligence (AI), it’s just a matter of stating an intent in natural language and an application service will be activated. Application bots may involve spoken dialogue or messages and emoticons. Bots will seriously diminish the number of applications on desktops and mobile devices. Or at least, they will shield the user from their complex interfaces. Close your Windows – the bots are here.
- A bot, known as a web robot, robot or just bot, is a software application that performs tasks. There are many different types of bots; web bots, botnet as well as social bots and chatbots.
- More than half of internet traffic is created by web bots. By far the “biggest bots”, they fetch, analyze and react to web server-based information.
- Used from any device such as the desktop, smartphone, car or a dedicated device such as Amazon’s Alexa, virtual assistants apply artiﬁcial intelligence to recognize and produce natural language, acting as a front end to application services.
- Messaging apps apply technology to recognize and produce text and even emoticons, which can be integrated with existing chat platforms or built as stand-alone applications.
- Bots can provide the a more natural means to automate workflows; Google Duplex can make appointments and Siri suggests workflows based on phone usage. Enterprise software providers will soon follow with similar functionality.
- During the December holiday season, Swedish retailer H&M’s voice capability allowed consumers to browse their entire gift catalog and order products using voice assistants.
- The customers of German-based online retailer, OTTO can interact with their voice assistants on a range of queries, from sales to recent campaigns.
- In the UK, Marks & Spencer’s website-based virtual assistant helps customers use discount codes correctly, driving a sales increase of $2.5 million.
- Bank of America’s virtual assistant, Erica reached one million users in three months, offering voice, chat, and gesture capabilities. Consumers predominantly use it to browse their spending history and obtain account balances, numbers and bill payment details.
- When one of France’s largest banks, Société Généralelaunched their chatbot, SoBot, 80% of users expressed their satisfaction after testing it, whilst SC deputy director Bertran Cozzarolo stated it will never replace the expertise of a human advisor.
- More than 1 million orders were placed through Tmall Genie (Alibaba’s smart speaker) on Singles Day (11th November) 2019.
- Over the next three years, 70% of consumers on average will replace their visits to a store, bank or dealer with voice assistants. (Capgemini Research institute)
- Bots are more popular for use in Retail Banking and Insurance, Consumer Products and Retail sectors, followed closely by the Automobile industry. (Capgemini Research institute).
- In the next two years alone, the update of voice technology is expected to increase by more than 15% for each key activity within the consumer retail journey. (Capgemini Research institute)
- Tally robots in Schnucks stores traverse the floors three times per day, scanning approximately 35-thousand products each time. By increasing to at least 15 stores, the Tally robots will scan over 1.5 million products in one average day, giving Schnucks more accurate, frequent and comprehensive insights into product flow and in-store operation.
- Customer Service interaction: IPSoft Amelia, Capgemini Odigo, ServiceNow
- Voice assistant platforms: Microsoft Cortana, Apple Siri, Amazon Alexa, Google Duplex and Assistant, Alibaba’s AliGenie
- Voice assistant devices: Amazon Echo, Google Home, Apple HomePod, Alibaba Tmall Genie
- Text assistant platforms: WeChat Open Platform, Microsoft Bot Framework,Facebook Messenger Platform
- Conversational design: Conversational Academy