Amdocs Launches Smartbot to Bring Intelligent
Bot-to-Human Customer Experiences to
Digital Services Providers
Amdocs
introduces first bot that is designed and pre-integrated for the
communication and media industry; Powered by aia, Amdocs’ intelligence
platform, and Microsoft Cognitive Services
Amdocs (NASDAQ: DOX), a leading provider of software and services to
communications and media companies, is launching Smartbot, an artificial
intelligence (AI) and machine learning-based bot that enables digital
service providers (DSPs) to provide customer care, sales and marketing
engagements to even the most discerning millennial. Amdocs Smartbot with
Microsoft Cognitive Services, specifically Microsoft Language
Understanding Intelligent Service and Text Analytics API, provides
leading DSPs with the ability to transform how they deliver highly
personalized, self-service interactions with customers that are simple,
quick and helpful.
As an Amdocs commissioned global study1 that surveyed over 7,000 consumers and enterprises today revealed,
bots lack the intelligence and emotional awareness to address complex
consumer issues and must evolve from rules-based bots to AI smartbots.
Amdocs’ new Smartbot addresses this gap 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.
As customer interactions will increasingly be automated and managed
without a human in the future, the capability of Amdocs Smartbot to
address customer inquiries more efficiently is critical to helping DSPs
reduce costs, increase upsell conversion rates and improve care. Key to
delivering the most satisfying customer experience is the advanced
understanding of sentiment, intent, natural language and emotion that
Cognitive Services provides to the Amdocs Smartbot. Furthermore, 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 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. By hosting Amdocs Smartbot as well
as the customer interaction history on Azure, a customer can pause and
pick up a conversation at a later more convenient date or time.
“With world-leading cognitive capabilities from Microsoft and AI and
machine learning from Amdocs aia, the Smartbots we’re announcing today
are always learning and this results in constantly refined and speedier
time to response and action for DSP customers. The tremendous
opportunity to continuously improve sales and customer service by
fostering better bot-to-human experiences is why we believe DSPs will be
quick to embrace and widely adopt technology advances such as Amdocs
Smartbot,” said Gary Miles, general manager, Amdocs.
“With Microsoft Cognitive Services at its core, Amdocs Smartbot provides
digital service providers (DSPs) with industry-specific context,
natural language, emotion, sentiment and usability that supports our
mutual customers in the communication and media industry, said Nagu
Rangan, senior product marketing manager, Microsoft Azure, Microsoft
Corp. “We’re pleased to work with Amdocs to help shape the speed of
adoption of the next generation customer care services DSPs will
deliver.”
1 Amdocs commissioned global research entitled “Humans vs Machines: How to stop your virtual agent from lagging behind”, please visit here.
Source: Amdocs media announcement