Artificial intelligence (AI) is finding its way into mainstream business— a trend that is clearly evident in the rapid adoption of chatbots. By automating computers’ interactions with people, well-designed and thoughtfully deployed chatbots can have an immediate business impact.
When Hermes,1 a parcel courier in the UK, implemented a simple Oracle chatbot to help customers track shipments, it quickly found that 50 percent of incoming calls were being deflected away from human agents. Accenture believes chatbots will have an especially significant impact in the HR function. Consider, for example, the HR service desk, a typically laborintensive operation where humans handle queries from employees. By enabling a broader range of AI-enabled automated service-desk interactions, chatbots are likely to bring the same leaps in efficiency seen when self-service password re-set capabilities became the norm. The result is likely to be both enhanced service and lower costs. Read the complete article here.
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