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.

Potential Impact

  • 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.

Technology