Bot is the new app

Providing compelling, more conversational, more intuitive access to application services while simplifying and reengineering the underlying application landscape

Say what? Every day, new and exciting applications pop up that don’t look like traditional applications. Actually, sometimes you can’t even see them at all. 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

  • 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 Alexa.
  • 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.
  • These assistants provide the means to automate workflows much more naturally. Google Duplex can make appointments, Siri already suggests to create workflows based on phone usage. Enterprise software providers will soon follow with similar functionality.
  • The application services needed for all of this typically stay “under the hood,” requiring back-office applications to be redesigned as microservices and APIs.

 

USE

  • 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.
  • Automated workflows based on AI-driven analysis of past behavior and dialogs, make the individual consumer a power user.

 

IMPACT

  • Opportunities for better, timelier, and more efficient customer service as well as employee productivity.
  • Obtaining better understanding of customer needs and sentiments.
  • Turning business users into better-enabled power users.
  • Better leverage and use of back-office (legacy) applications.
  • Opportunities to simplify and rationalize the existing application landscape.

 

TECH

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