Amdocs announced it is launching an artificial intelligence and machine learning-based bot that enables digital service providers (DSPs) to provide customer care, sales and marketing engagements to discerning millennials.
Amdocs Smartbot with Microsoft Cognitive Services (specifically, Microsoft Language Understanding Intelligent Service and Text Analytics API) provides DSPs with the ability to transform how they deliver highly personalized, self-service interactions with customers that are simple, quick and helpful.
Amdocs also released the results of a commissioned global study that revealed existing bots lack the intelligence and emotional awareness to address complex consumer issues, and must evolve from rules-based bots to AI smartbots.
“Consumers have a good sense of how bots can serve them, better-developed than perhaps the industry’s. Their level of frustration with today’s bots is striking; a third even say they will take their business elsewhere if the poor service continues,” says Gary Miles, general manager at Amdocs. “The good news is consumers actually believe that if anyone can get AI right, the communications and media industry can. And that’s ahead of banks and retailers. So AI could be a winning gambit for service providers as long as they sync up their AI investment priorities with what customers actually want.”
That said, Miles added, “the research shows, however, that service providers do not believe they will be able to achieve this on their own. Most are turning to their existing vendors and not to native AI solution providers, probably in order to ensure AI does not become another tech silo that is hard to scale and manage.”
Amdocs says its Smartbot addresses these issues, as it is integrated with industry domain knowledge of DSP best practices and business processes. Also, with Amdocs Smartbot’s deep integration with the service provider’s core information systems such as CRM, order management and product catalog, DSPs can now see a 360-degree view of the customer and understand the context of the interaction, enabling them to grow care-to-commerce revenue by making more relevant predictive care and promotional offers to customers.
By taking advantage of the Amdocs aia intelligence platform, the Smartbot continuously learns and derives real-time insights that help DSPs build increasingly personalized experiences, Amdocs says.
Amdocs says its Smartbot is channel agnostic, enabling DSPs to spotlight promotions across mobile, Web and all social messaging platforms. This omni-channel experience includes the DSP’s website and self-service application, Facebook Messenger, Kik, Line, Skype, Slack, SMS, Telegram and Twitter as well as voice assistants such as Amazon Alexa. Amdocs Smartbot also has the capability to seamlessly shift the bot interaction to a human agent in the DSP’s support center.
Amdocs Smartbot can be deployed either on-premises or in the cloud on the Microsoft Azure cloud platform.