AI Chatbots - The automated phone systems of the future.
What a time to be alive...
Why are his legs jointed but his arms bendy?
The Clippy of NetApp is an IBM Watson-powered cartoon robot called Elio
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 …
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Wednesday 4th October 2017 12:09 GMT Lord Elpuss
Re: At least it is flagged as a 'bot' . .
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.
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