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As a benchmark for this sort of functionality, Google transformed access to the vast repository of services we call the internet with an particularly simple yet satisfyingly smart interface. Simple because it is just a search box, smart because it learns your behaviour and applies behavioural insight from the billions of other times users have requested a service similar to the one you now need. The net result is a fast, relevant outcome.
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This level of service is how it should be in terms of functionality for any form of intelligent assistant. As consumer confidence and habit grows, your intelligent assistance will eventually need to appear on all platforms, devices and modalities to meet expectations.
London, UK, November 24, 2017 - The roar has become louder over the remaining 12 months. Artificial Intelligence (AI) is coming and it will change everything. It's been a gift to editors, bloggers, Ted talk speakers and conference organisers. Especially for the easy headlines it generates amongst an audience which wants to know if bots are in reality ready to take jobs or will technology just help make form filling slightly less boring.
Meanwhile virtual assistants sit on web sites helping users find answers and avoid live voice queues, by offering a better user revel in than the average on-site search box. Some have been at it for over a decade. Way before it became fashionable to get excited about bots.
Why do we need AI?
Automation employing AI plays well into the ever rising expectations of consumers. Always on access has become a middle revel in of the mobile consumer who instinctively wants to self manage on their own terms. That said, it has to be easy, which means it needs to be fast, well designed and navigate the user to their desired outcome in the least possible number of steps. AI, via intelligent assistance, plugs the gap between this level of expectation and previous generations of self service in which discoverability and answer quality undermined to desire to self serve.
Thomas R'dseth is VP of Marketing and Product at Puzzel
Therefore start with an easy win. If you are in a high volume, voice based service business then maybe it is time to look at refreshing the IVR revel in with a natural language interface. If you provide services that impact people's lives like journey or utilities, then maybe extending your alert system to include a home assistant such as Google Assistant or Alexa makes increasing sense as they become portion of smart home lifestyles for certain customer segments.
Alternatively start with a safer option and look at your online service portal and the current significance provided by your FAQs. This is where many organisations are starting their AI journey and building out from there.
Everyone is at it. Amazon and Google are racing to fill consumer homes with devices that offer voice access to getting stuff done. The billion+ user sized messaging platforms are touting the promise of solutions employing true people blended with bot power when times are busy or needs are simple enough to fulfil employing automation.
What's Next?
We have written a whitepaper on AI and contact centres which can be downloaded here(https://www.puzzel.com/uk/white-papers/synthetic-intelligence-contact-centre/). Meanwhile keep listening to the roar to discover how AI could change your contact centre these are exciting times.
How does AI work?
Underneath the bonnet of AI is a pretty impressive set of technologies. Machine studying looks for patterns. These can be in the questions asked by consumers, or in the outcomes generated by individual advisors. The use of machine studying will play an increasingly important role in helping to spot knowledge gaps and act as a useful tool in self service knowledge sequence.
Where to start?
However, all that is in the future. At least in terms of where most organisations currently find themselves. So where is the ideal place to start? What is an appropriate level of ambition?
Natural language processing is another relevant technology that helps identify a customer's intent and steer the process of matching questions with answers. Of course natural language has been used for a long time to transform the approach consumers engage with IVRs by removing the generally complex menu based interface that can frustrate consumers. That same technology is now being used to steer self service conversations inside defined topic boundaries with the same level of success.
