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News : Multilingual Chatbots Find Their Place in Africa

#contactcenterworld, @Oracle

Johannesburg, South Africa, July, 2018 -- More and more businesses around the world are looking to replace call centre agents with intelligent chatbots that can handle base-level and complicated queries.

This move promises to save organisations money and potentially allow customers to have their issues handled in a language they understand.

This week, Oracle hosted Chatbot Week Africa in cities across the continent to drive awareness of chatbots for different industries and demonstrate the power of the technology.

Roundtable discussions took place in SA, Mauritius, Kenya, Nigeria, Senegal, Ivory Coast and Ghana.

"Technologies such as artificial intelligence, natural language processing and machine learning come to the fore in African countries with their many cultures and languages," says Craig Nel, Oracle mobile and cognitive experience leader for META.

"In SA, we have 11 official languages, but take a country such as Ghana where more than 250 languages and dialects are spoken. One way to attract new customers in Africa is through intelligent chatbots that better understand and process customers' needs, desires and requirements, in a language preferred by the user."

Multiple choice

Africa has rich linguistic diversity. According to Nations Online, there is an estimated 1 500 to 2 000 African languages.

"The technology can deal with multiple languages," says Nel.

"We make use of Google Translate and Microsoft Translate services, and you simply just hook into this, and what it does is translate the input into the desired language, or take the language spoken to it and translate it into English. It will process that and then bring it back and then the response is then translated back into the user's desired language."

Nel says the technology can detect languages, and will switch languages if the user does so.

Chatbot creators, who find that one of the translating services is not translating the specific query correctly, are able to code in a response in another language which the chatbot will respond to when it picks up that query in that particular dialect.

Oracle unveiled its Oracle Mobile Cloud Enterprise platform in June, which has autonomous capabilities for building chatbots.

"In the rapidly expanding mobile economy, businesses are looking for smart and personalised ways to engage with customers via mobile devices...As user behaviour dramatically shifts to mobile and messaging platforms, it is critical for enterprises to evolve to support stakeholders' preferred channels," says Oracle.

"We are continually improving algorithms around user sentiment, image analysis, language translation, self-learning and behavioural analysis, to both simplify chatbot development and enhance users' experience. In Africa, we will soon see chatbots that will add significant value related to ease of use for healthcare and education, among many others," says Nel.

 

Nel believes the local chatbot market is very similar to what has happened in the past in SA with regards to mobile applications. "Businesses are very cautious about investing heavily in a new technology, because they don't visualise the benefits this new technology can bring to them.

"When you say chatbots will reduce business costs, it all sounds very good, but I think traditionally South Africans are sceptical people and they want a little bit more proof that this is the way to go before they embark."

 

"Companies from a range of industries will be impacted by intelligent chatbots in a similar way to the rise of mobile devices. Business-to-consumer use cases for chatbots are being seen in retail, financial services, travel and hospitality, and even in utilities, for service-related and transactional conversations," says Nel.

#contactcenterworld, @Oracle

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Oracle:
Company LogoOracle’s solution for software companies enables companies to provide customer service and efficient sales operations, while helping to ensure ordering, fulfillment, and revenue recognition. With Oracle’s integrated software, companies can improve your ability to cross-sell and up-sell by centralizing customer information, as well as enhance the customer experience across all channels.
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Today's Tip of the Day - Share Information

Read today's tip or listen to it on podcast.

Published: Monday, July 9, 2018

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2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
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)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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