What’s Next? Artificial Intelligence (AI) for Customer Experience
Last month Google hosted its annual Google I/O conference and their new CEO Sundar Pichai delighted an audience of tech enthusiasts when he said, “We have this vision of a shift from mobile-first to an AI-first world over many years.” At Avaya, we couldn’t agree more.
Don’t get me wrong: mobile-first has been and will continue to be a requirement for everything we do. Smart mobile phones are where business and work get done today. We are not dismissing or abandoning the value of developing with mobile-first as a top business priority. But from an innovation, what’s-next perspective, we agree with Google: we need to be innovating for a world that is quickly embracing AI-first.
Artificial Intelligence is becoming the new consumer expectation and with it comes virtual reality, chat bots and augmented reality. Technology that was initially considered for entertainment, science and gaming, has crossed over into our everyday reality. We have the smart phone user to thank for that. Look at the Pokémon GO cultural phenomenon. Nintendo with Pokémon modernized the popular children’s game that originally used paper playing cards into an AI-based augmented reality game played on the smart phone. Just launched in the United States in July, it already has daily usage numbers surpassing Twitter’s. In my adopted hometown of San Francisco this week, a Pokémon GO crawl is inspiring more than 3,600 people of all ages to come together to search for Pokémon. Talk about an overnight sensation that is driving cultural and social change.
The big question for us: How do we harness all that consumer enthusiasm for AI into business communications?
Like Pokémon Go that takes advantage of the most common communications tool today—the smart phone—we have to do the same; user experience is key. Avaya’s Emerging Products & Technology group in conjunction with their Customer Experience Centre in Galway, Ireland—the company’s global R&D facility that is accelerating future technologies in next-generation customer experience applications—is innovating for AI in business communications.
The team is currently working on an advanced chat bot that delivers an AI experience in the contact center by enabling machine learning to model customer language and dialog interactions. The result is intelligent conversations with customers and the ability for the chat bot to answer their queries or resolve customer service issues on any channel they choose. It takes SMS and web chat conversations, as well as integrates with social media platforms such as Facebook Messenger, Twitter, Instagram, Kik or WeChat and can be adapted for interaction in any language. The chat bot provides automation and analysis of customer interactions delivering efficient self service and agent-based customer care in real time.
With this technology, routine tasks for live agents are handled by the chat bot, making the business much more efficient. Over time, as the machine learning continues to collect data and intel from the system, the chat bot in turn “learns” more about the business and can become more versatile. If the chat bot is ever challenged, a live agent can quickly and easily take over. The advanced technology capabilities that AI enables allow us to augment existing solutions such as Avaya Oceana™, and ultimately create a more highly innovative customer experience.
While we always innovate for the future with our finger on the pulse of today’s evolving customer experiences, our customers who have been given a preview of what we’re doing with AI have validated that we are on track:
- “This is a great way to bring self-service efficiencies to several of my customer touch points.”
- “Automation/AI backed by context routing to agents…when needed, will help drive more efficiencies in our business.”
- “Attaching automation bots to messaging platforms is important to us. It is where our customers are reaching out today and in the future.”
- “The cloud makes sense as the way to deliver this social/messaging bot/AI technology.”
Pedro Domingos, a machine learning specialist and the author of “The Master Algorithm,” recently told the New York Times, “Whoever wins this race will dominate the next stage of the information age.” While we will look to technology giants such as Google to be a strong contender for winning the great AI race, we are confident that in our industry—business communications—we are well-positioned to not only lead the adoption of AI but win big.