![]() What’s more, for the companies implementing this technology, the data it generates can provide an unprecedented insight into human patterns, including the vocal and written clues that signify a user’s feelings and preferences. As automated technology will reduce a number of time agents usually spend on administrative tasks, they are free to deal with these complicated enquiries in a more efficient manner. In e-commerce, for example, if a customer wanted to return an item and replace it with an alternative, the assistant can automatically draw customers’ details from the CRM system, update the file and process the new order for the same address.įor more complicated enquiries, there should always be the human agent available. For customers, this technology can simplify basic enquiries. The term ‘intelligent assistant’ simply describes a software agent that can perform automated tasks for an individual, whether that be through voice commands or written as text in a live chat window. However, the apocalyptic vision is far from the reality. Even today, when the technology is highly efficient and capable, there’s a widespread fear that artificial intelligence will replace human service representatives entirely. Let’s face it, if consumers can use their smartphone to order a taxi, set an alarm for the next morning and send a text message to let their friends know they’re home safely, they will expect the same speed and intuition whenever they use technology - including when dealing with businesses for customer service enquiries.įrom painstakingly slow automated speech recognition (ASR) and unreliable chat bots, automation has not always had the best reputation in the customer service realm. In fact, AI is quickly becoming a major focus of competition for these firms. Today’s intelligent assistants are designed to provide friendly, fast and intuitive customer service, so you’re likely to get an instant, sassy response, like Siri’s: “Here we go again, we intelligent assistants will never live that down.” Currently, consumers are basking in the fun of instantaneously arranging dinner reservations, making language translations on the move and, of course, prompting Siri to give them humorous responses to ridiculous questions.Įvery technology giant - including Apple, Google and Microsoft - is investing significant resources into the development of new intelligent assistants. ![]() Grab your phone and ask Siri the same question. Here, Roxanne Abercrombie of business automation specialist, Parker Software, explains the role of the intelligent assistants for both consumers and businesses. When asking to be let back inside the spaceship, supercomputer HAL eerily responded, “I’m sorry Dave, I’m afraid I can’t do that.” Thankfully, the personal assistants we use to today are a little friendlier. Things didn’t run smoothly when the astronauts in 2001: A Space Odyssey toyed with artificial intelligence. ![]()
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