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.
“But what if we could enable chatbots from different domains and industries to collaborate and exchange information via a highly regulated platform?”
“And find answers from other chatbots, not just humans? We could, in effect, securely link enterprises, significantly expanding the efficacy and expertise of any single bot thereby enabling organisations to deliver an exceptional level of customer service, reducing the need for human intervention and enabling deeper self-service, as well as reducing the need for supervised learning,” added Ahmed Helmy, Solutions Architects Director, Avaya EMEA & APAC.
According to Avaya there are two scenarios for how customer and bot interactions will be handled in real time—either the original bot contacts a friended bot on the customer’s behalf and delivers the received answer, or the original bot connects the customer to a friended bot in the style of a conference call.
“This is a huge step forward in addressing the information and service bottlenecks of chatbot systems,”
The social platform model also means that Avaya’s customers can increase the value of their chatbot solutions without having to engage in lengthy and costly data curation or warehousing projects,” added Helmy.
Avaya is incorporating this groundbreaking, patent-pending capability in its Avaya Ava smart self-service platform, which already provides a chatbot and messaging framework associated to natural language processing and machine learning.