Unified Communications manufacturer Avaya is to demonstrate a new ‘Social’ Platform for Chatbots at the GITEX 2018 event in Dubai on the 14th October.
Echoing traditional social media, Avaya’s platform is believed to be the first of its kind in the World and would allow any enterprise to register its chatbot with a unique social profile and 'friend' other member bots from different domains and industries. The chatbots will be able to rate each other, and store confidence metrics based on the quality of information received and feedback from end customers, leading to constant improvements in each bot’s quality and speed of customer service.
The impetus for this innovation came from a 2018 global Avaya survey of 8,000 consumers which found that 80% of people expect an immediate response from their banks, hospitals, hotels and even their governments, highlighting the need for efficient and ‘always-on’ customer service.
“With automation, organisations can overcome their human resource limitations and meet these customer expectations by delivering seamless, intuitive and intelligent experiences across all touch points. Bots are rapidly becoming one of the most powerful means to positively impact customer service, second only to face-to-face interaction,” said Laurent Philonenko, Senior Vice President, Innovation at Avaya.
However, one of the issues facing the growing acceptance and use of Chatbots in the Enterprise space is that they can typically only respond to a relatively narrow set of dialogues. This has limited their ability to fully and efficiently service customers’ requests when they face questions they haven’t been trained to answer.