AI Chatbots - The automated phone systems of the future.
What a time to be alive...
Why are his legs jointed but his arms bendy?
NetApp has reinvented Clippy with a Watson-powered chatbot called Elio, and is taking a leaf out of Nimble's book by using automated and predictive/proactive support called Active IQ. Elio is a customer service AI assistant that responds to users' questions. Built with IBM's Watson machine-learning technology, it analyses an …
Yup. A lot of companies (including my own) do this, at least partly.
“Hi, thanks for contacting xxx. My name is John, give me a second to look over your details” - BOT
“Thanks for waiting. What can I do for you?” - BOT
“So you have a problem with xxxxx?” - BOT
“Sorry to hear that. Let me see what I can do.” - BOT
”(Depending on problem):“
“Right. I’ve had a look and... “ - HUMAN
The call centre software triages calls automatically - many can be dealt with without human interaction (e.g. FAQ lookup, scheduling appointments), and only those calls which require a human are actually answered by one. The software we use is Watson-based, I believe Engagement Advisor and something else (Callcentre Manager or summat). Works very well, although we do get a fair few customers who spot that they’ve been ‘botted.
NetApp has confirmed it is closing down the standalone Advanced Technology Group (ATG) – an incubation unit that was part of the office of the CTO and once described as the "ideas factory".
ATG, which sources said was the closest thing NetApp had to an internal lab, has fallen foul of this week's expenses purge that will see 5 per cent of the 11,000-strong global workforce leave the organisation.
In a statement, NetApp said: "In our realignment of our resources at NetApp, we are changing our approach to advanced technology and our industry standards body participation. We're tightly aligning those functions to the business so that we can be more responsive to the rapidly changing demand of the market and customers.
NetApp boss George Kurian has confirmed a guidance-beating 5 per cent revenue jump for Q1 of its fiscal '21 – while also admitting to chopping the same percentage of staff in layoffs, as first revealed yesterday by The Register.
The CEO said cuts had been made in areas "not particularly aligned to our go-forward priorities" and confirmed staffers at scale-out, all-flash storage platform SolidFire were among those hit, noting a shift by the company to core enterprise usage.
"We are narrowing our focus with the SolidFire and HCI portfolio to the high-margin parts of the market," said Kurian.
Exclusive Perennial cloud-contender NetApp has pruned its workforce on the eve of its quarterly results.
“NetApp is realigning resources and investments to best capture these opportunities and position the company for long-term success,” the enterprise IT supplier told The Register in a statement.
“We continue to sharpen our focus on markets where we have both a significant presence and clear competitive advantage, specifically with our storage software and systems and cloud data services.”
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