chatbots. When Bali’s Mt Agung erupted at the end 2017, Jess was able to assist 3,000 customer with flights, changes and cancellations – all of which could not have been so efficiently handled by a human call centre.
There are many vendors offering chatbot/virtual agent solutions, some are very easy to use and supposedly quick to develop. They are aimed at the simple use case where the volume of queries might be high but the number of questions is limited and well known, with expected answers and short conversations.
However, users are quickly going to become used to interacting with chatbots
and will soon become more demanding of their capabilities (such as the Jetstar example above). As such, organisations should consider carefully their solution of choice to avoid locking themselves with a solution that cannot scale. There are greater platform offerings which can do the simple and fast components, but they can also evolve into more complex scenarios requiring lots of integration and self-learning with complex questions and longer conversations.
Happy AI-ing !
This article originally appeared on blogs.dxc.technology and has been republished with permission.
About the author
Michael Ritterman has career spanning over 30 years combining academic and IT pursuits. He has held senior sales and management positions in a broad range of technologies working for both Australian and international SI and Software vendors. Over the last 10 years he has provide thought leadership to many organisations with their go to market strategies and sales enablement. Currently he is the Sales Director for DXC in the IBM Practice within the Emerging Technologies Group.
About DXC Technology
DXC Technology (DXC: NYSE) is the world's leading independent, end-to-end IT services company, serving nearly 6,000 private and public-sector clients from a diverse array of industries across 70 countries. The company's technology independence, global talent and extensive partner network deliver transformative digital offerings and solutions that help clients harness the power of innovation to thrive on change. DXC Technology is recognized among the best corporate citizens globally. For more information, visit dxc.technology.