Building on powerful Artificial Intelligence (AI), it’s just a matter of asking a question in a natural language and an application service will respond. Application bots may involve spoken dialogue or messages and emoticons. Its technological capabilities can seriously diminish the number of applications on a desktop or a mobile device and reduce the number of applications you need to manage. Close your Windows: the Bots are here.
What is it?
- Virtual assistants apply Artificial Intelligence to recognize and produce natural language and act as a front-end to application services. They can be used from the desktop, the smart phone, the car, or through a dedicated device such as Amazon’s Echo.
- Messaging apps apply similar technology to recognize and produce text and even emoticons; they can be integrated with existing chat platforms or built as stand-alone applications.
- The application services needed typically stay “under the hood” and require back-office applications to be redesigned as micro services and APIs.
How do we use it?
- With Odigo’s Voice App, customers can browse, coordinate, and perform services. By using speech analytics, the emotional state of a caller can also be identified and acted upon.
- Several banks now allow their clients to use the virtual assistant of their phone to conduct financial transactions.
- Using the Chinese WeChat messenger interface, 200 million customers already can pay a bill on the spot, transfer money, book a restaurant table, order a taxi, or collaborate with colleagues.
- Opportunities for better, timelier, and more efficient customer service as well as employee productivity.
- Obtaining better understanding of customer needs and sentiments.
- Better leverage and use of back-office (legacy) applications.
- Opportunities to simplify and rationalize the existing application landscape.