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Has Intelligent Assistance entered the trough of disillusionment - Jacada - ContactCenterWorld.com Blog

Has Intelligent Assistance entered the trough of disillusionment

A few weeks ago, Gartner revealed a pretty stunning prediction: by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots. In addition, many scripted bots declared themselves intelligent, adding confusion in the marketplace. Companies implementing chatbots are finding it much harder than they expected, thus the current adjustment.

Chatbots and virtual agents are here to stay! Gartner also predicted rapid penetration of these solutions, from less than 2% last year to over 25% in 2020. There are several fundamental trends driving this adoption. The volume of customer interactions continues to rise while expectations of rapid service grow. Enterprises must harness self-service and automation to scale their customer service. Conservational dialogs make the assistance experience enjoyable and companies more accessible.

The "conversation" needs to shift to what it takes to make an intelligent assistant project successful. On April 25 we will hold an interactive webinar to address YOUR questions. Join here!



[About the author] Nicolas De Kouchkovsky is a recognized industry expert in customer engagement and customer service. He is a fractional CMO helping small and midsize software companies. Nicolas was previously CMO at Genesys, driving the company’s expansion into the broader multi-channel contact center market. He is also the author together with Opus Research of the Intelligent Assistance and Bot Market landscape.

Titles: Author with Opus Research of Intelligent Assistance and Bot Market Landscape
Founder & Principal of CaCube Consulting

 

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Source: http://www.jacada.com/blog/has-intelligent-assistance-entered-the-trough-of-disillusionment

Publish Date: April 11, 2018 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

5.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
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Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018 5:00 AM

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