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Understanding Avaya's Chatbot Socialization Technology

In January, Avaya announced a patent for chatbot socialization technology, which may have major implications for the UC and other industries. In the patent press release, Avaya described the technology as “artificial intelligence to efficiently build virtual agents capable of interacting across voice, text, and chat channels to respond to customer inquiries and requests.”

In an interview, Ahmed Helmy, VP-CTO for Avaya International, shared more details on the patent and what Avaya intends to do with it. I discovered this patent is far richer than I had originally thought, and it has broader implications for our industry and others.


About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ​ambitions and ​challenges,​ ​giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at

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