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News : Your Chatbots are About to Get a Lot More Human-like

#contactcenterworld, @Microsoft, @google

Beijing, China, May 24, 2018 - Recently, Google introduced Google Duplex – an AI that can make realistic phones calls on your behalf.

Microsoft has an AI that does something similar, called Xiaoice.

What both companies have shown, essentially renders human customer services almost redundant.

Xiaoice isn’t quite like Duplex; it doesn’t make calls on your behalf, but rather holds a conversation with you. Microsoft has been running Xiaoice in China on the country’s popular chat platform, WeChat, since 2014.

According to a blog post by Harry Shum, Microsoft’s Executive Vice President for Artificial Intelligence and Research, Xiaoice’s ability to have human-like verbal conversations was launched last August. Since then, the AI chatbot had "over 30 billion conversations with 100 million friends" and "has talked with over 600k people on the phone".

For the many businesses who have started using chatbots in their businesses, this is the next step. As we’ve previously mentioned, "technical" voices can’t do the trick anymore. The key to a personalized customer experience requires that the AI solution has human-like nuances in their speech.

Like Google, Microsoft has been informing people that Xiaoice isn’t a real person. With the number of interactions that Microsoft is recording, this isn’t a deterrent for customers at all.

In fact, it probably shows the appetite for it, and the massive business opportunities available. Imagine if most robots can take over all the basic customer services. That’s a lot of manpower you can transfer and retrain for higher level jobs.

Xiaoice isn’t Microsoft’s only effort in launching chatbots on various platforms. The tech giant also runs similar AI chatbots as Rinna in Japan and Indonesia, Ruuh in India, and Zo in the US.

The service is currently only available in China. It will soon be rolled out to other markets in Asia.

As of now, Microsoft is developing new features on Xiaoice to help connect families. Microsoft is also working with a non-profit to "create the largest audio-book library with Xiaoice for children who are blind or visually impaired".

As Microsoft opens the SDK to developers, there’s nothing stopping businesses to deliver a personalized service via the chatbot.

#contactcenterworld, @Microsoft, @google

Posted by Veronica Silva Cusi, news correspondent
Source: http://techwireasia.com


About Microsoft:
Company LogoAt Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
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About Google:
Company LogoGoogle Inc. is an American multinational public corporation invested in Internet search, cloud computing, and advertising technologies.
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Today's Tip of the Day - CRM Technology

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

Published: Monday, May 28, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
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

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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