Where does that craze for Chatbots come from ?
“Chatting” or chatting with a virtual assistant is a background trend that now complements our digital interactions, mainly in Web and Mobile application mode. Concrete technological advances are now making this possible, including recent developments in the field of semantic analysis, automated language processing, automated translation and speech to text. The first breakthroughs of virtual assistants have notably taken place in the B2C with the appearance of virtual voice assistants like Google Ok, Google Home, Alexa, etc.
The first B2C Chatbots, just like some virtual assistants, were for some deceptive. My children are often disappointed after attempting to talk to either Google Home or SIRI. The same sentence comes up quite often: “And here is the bug”. The reality is necessary. Currently, it is very difficult to be a generalist in the world of artificial intelligence.
Where are we now?
In the company, we are witnessing the phenomenon of ” Consumerization of IT “, which is the transposition of new IT functions mainly used for personal purposes to the company. This is the same phenomenon that occurred 10 years ago in the mobile field. We started using smartphones in our private lives before asking companies to switch from basic mobile to smartphones.
In the same way, the craze for business virtual assistants was born from the high-profile promise of artificial intelligence. However, given the reality of the first experiments, the disappointment felt by several companies has sometimes been appropriate. The current generalist Chatbots are often a little more interesting than a classic form. The processing of human language and its ambiguity are complex to process for machines. Generalist suppliers have few value-added use cases to present. Virtual assistants and Chabots’ environments will be structured and only the actors mastering the technologies of NLP and Machine Learning will meet the market’s expectations.
The use of Chatbots in companies is a lasting phenomenon that will be amplified for several reasons.
Chatbots bring simplification in the enterprise: accessible from any terminal securely via enterprise instant messaging such as Skype for Business. Besides, Chatbots are multichannel and simplify the access to the company’s knowledge and transactions.
Chatbots accelerate the modernization of the employee’s position and increase their productivity: Connected to the company’s information systems, Chabots orchestrate and carry out tasks that restore productivity to the employees.
Chatbots learn continuously: thanks to their learning algorithms, Chatbots are an agile part of continuous optimization.
Businesses have understood this well. At Konverso, we are now seeing that customers are improving their selection processes (RFP, exploration, industrialization …) of partners for real industrialization processes. Konverso is competing in this race. Winner of the i-LAB 2017 competition, with multiple customers currently deploying its solution, Konverso is the partner of companies wishing to accelerate the modernization of their support functions, notably in the IT Service Desk.