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The Evolving Chat Bot - Jacada - Blog

The Evolving Chat Bot


Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen. Chatbot platforms are rapidly becoming commoditized as there are so many players with little to no differentiation. The next generation of chat bots will belong to the “Big Six” – Google, Amazon, Facebook, Microsoft, Apple and IBM.

Chat Bot Generations – where is your provider?

The maturity of chat bot providers can be gauged according to the following scale:


Figure 1 - Chat Bot Maturity
  • Generation 1 chat bots are largely glorified FAQ’s. They are able to take rudimentary questions from users and return static data. NLP capabilities are severely limited and in reality are more of a keyword scan. They have limited effectiveness but have the advantage of being extremely inexpensive to implement.
  • Generation 2 chat bots offered massive improvements over their predecessors. First, we saw the advent of true NLP such that a user’s intent could be better understood. Moreover, these chat bots could do more than just display information – they offered limited transactional capabilities thanks to improved dialog management. Dialog management allowed multiple questions to be tied into a continuous conversation where each subsequent question could be in context to previously answered questions.
  • Generation 3 chat bots was a natural evolution that improved all the core capabilities over generation 2. The AI and NLP technology developed significantly with the ability to understand nuances and semantics. Bots also started supporting multi-media to provide more sophisticated user interaction. Conversations became personalized and companies finally started to realize some promised benefits such as reduced call volume.
  • Generation 4 is where the world now sits as 2018 nears. The “big 6” combined are investing billions into AI research, which includes improvements to NLP, machine learning, dialog management and more. These chat bots will also be deployed across all channels and aim to become a ubiquitous part of our lives. The technology advancement in this generation is of such a pace and of such complexity that no other chat provider will be able to compete in this generation. Look for tremendous advancements from these vendors through 2018.

Voice First Browsing

In a piece entitled “Gartner predicts a virtual world of exponential change”, they make the claim that by 2020, 30% of web browsing sessions will be done without a screen. They go on to state that companies like Apple, Google and Amazon are “turning ‘voice first’ interactions into ubiquitous experiences”.1

This in part is what limits the playing field to the “Generation 4” maturity model above – only those chat bots that are truly multi-channel with the inclusion of voice will be able to reach this classification.

The future Chat Bot will be an Ecosystem

The sheer technological advancement coupled with the demanding requirements dictates that implementation of a fourth generation chat bot will be an assembly of best-of-breed components. No single vendor will have the capacity or appetite to deliver and end-to-end enterprise ready chat bot.

The vendors identified as fourth gen chat bot vendors will be leading the ecosystems. The core chat bot technology will be theirs. However, other vendors will opt-in to the ecosystem and provide significant value-add in being able to deliver an end-solution. These ecosystems will be so dominant that even existing 2nd or 3rd generation chat bot providers may end up breaking into their parts to play in the ecosystem in a bid to remain viable.

So what will make up the chat bot ecosystem?

Deploying a fourth generation chatbot into a complex enterprise is not without its challenges. While the sophisticated AI and NLP is sufficiently “black boxed”, there is still a tremendous amount of work that needs to be done around dialog management and integrating the various assets found in the enterprise.


Figure 2 - Conceptual chat bot architecture

Figure 2 shows a conceptual abstract chat bot architecture in an enterprise. Integrating to all the external systems, customized business logic, heavy services orchestration and dialog management all add up to a significant code investment.

In fact, none of the Generation 4 chatbot providers currently provide any mechanism to seamlessly integrate these components. The result is extensive coding to combine the elements, which is time consuming expensive and difficult to maintain……and relies on an already overburdened IT Services Roadmap.

The primary areas that the ecosystem can provide to aid in the implementation of a fourth generation chatbot are:

  1. Orchestration and Business Logic – A customer interaction should be transactional, and these transactions will typically span multiple systems in an enterprise. For example, it may need to pull information from a knowledgebase, update a billing system, retrieve previous interaction history from a context store, and more. All of these inner workings need to be orchestrated in a visual, no-coding paradigm to ensure changes can be made quickly, all with a low total cost of ownership.
  2. Dialog Management – Consumers today expect both “linear and lateral” conversations – Having a framework to aid in managing dialog only improves the capabilities already provided by the fourth generation providers. This allows consumers to have a dialog with the chat bot instead of a series of questions and answers.
  3. Access to Transactions – Despite the sophistication in the AI layer, even fourth generation chat bots are only going to be as good as their access to underlying data and transactions. Data for which access is often restricted, and for transactions that often don’t exist. To truly remove the human element and be entirely transactional, it will be necessary to introduce Robotic Process Automation to surface transactions. The coupling of fourth generation chat bot technology with robotic process automation finally starts to deliver on the promised value of chat bots.

So what’s an organization to do?

Given this strong convergence of technology with a limited number of fourth generation chatbot vendors, organizations may rightfully be confused as to what implementation strategy they should use. Answering that question in part depends on where you are in your chat bot journey.


Figure 3 - Chat bot implementation journey

“We’ve never implemented a chat bot before but would like to get started”

This may be one of the times you’re being rewarded for not being an early adopter! If you’re now in the consideration phase of chat bot implementation, it is a critical moment to step back and reassess your approach. If your chat bot vendor is not one of the identified fourth generation chat bot vendors, you may be limiting yourself right out of the gate. You would be strongly encouraged to reassess your bot engagement strategy.

“We’ve implemented a chat bot but we’re not getting the results we had hoped for”

This is a refrain that is unfortunately becoming all too familiar. While organizations saw some initially encouraging results, as customer inquiries become more complex, the chabots became less and less useful. Whether this is due to limitations in the NLP, a lack of machine learning, a lack of dialog management or the inability to be full transactional, the limitations of current chatbots are quickly becoming evident. Organizations falling into this category should start planning to move to a fourth generation chatbot provider in order to future-proof their virtual customer assistant platform.

“We’re already using Google API.AI/Facebook/Amazon but are struggling to bring it all together”.

Congratulations on using a fourth generation chat bot provider. You’ve made the right decision and you are on a future-proof platform. However, we understand the challenges you face in implementing this in the enterprise and tying together all the various components. At Jacada, we provide the first graphical drag-and-drop chat bot design environment that brings together the sophistication of the fourth generation AI technology, coupled with dialog management and transactional capabilities – all in a code-free environment. This allows for the rapid assembly of fourth generation chat bots by selecting the best components in the ecosystem and seamlessly bringing them together.


Fourth generation chat bots are going to be cross channel industry leading AI engines, coupled with an ecosystem of supplemental technologies.

At Jacada we help organizations in developing their chat bot roadmap, and we provide a unique “bot framework” to assist in fourth generation chat bot implementation.

This bot framework includes the ability to create sophisticated dialog management, centralize all the orchestration between the components, and use robotic process automation to surface more transactions and remove the human element. All through a visual code-free environment.

For more information, visit

[About the author] As Chief Marketing Officer, Chris’ responsibilities at Jacada include global Go-To-Market strategy, corporate positioning, and marketing strategy and campaigns. Chris has over 20 years of experience in product management, marketing and software development having held several senior leadership positions. Before joining Jacada, Chris founded a successful software consulting company providing large scale software systems to Fortune 500 companies. Outside of work, Chris enjoys app development, automated trading algorithms and provides pro-bono legal services. Chris holds a BS Computer Science and a JD, and is admitted to practice in the State Bar of California

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Publish Date: September 1, 2017 5:00 AM

2020 Buyers Guide Analytics


CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872


CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486


CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf

PLUS ! Automated extracts
for integration to third party applications.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

ethosIQ, LLC

ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700


SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810


Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

Trillys Systems

Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639

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