Conversational Interfaces: From Chatbots to Digital Assistants by Suhas Uliyar


The meteoric rise of chatbots, and proof in the last year that this rise is not a fad, has given end users a natural way to engage with business via a conversational user interface and has given brands new purpose in providing better customer service. As the brand-customer relationship has grown and has become even more intertwined, enterprises are beginning to see success with the deployment of these bots.

For example, Bank of America released Erica – a chatbot for consumer banking in early March, 2018 that had an adoption of 1 million users in the first 3 months of going live.  Mutua Madrid Open, an Oracle customer, became the first ATP World Tour Masters 1000 and Premier WTA tournament to incorporate an AI-equipped chatbot to improve communication with tennis fans. Implemented with Oracle Cloud Platform, the chatbot, named “MatchBot,” used AI to maintain natural conversations that provided fans with information on the event, players, and results, as well as details on hospitality services, discounts on merchandise, ticket sales, access, and parking.

The University of Adelaide, another Oracle customer, created a chatbot on Oracle’s cloud platform to ease students’ pain during the university application process. On just the first day the bot was live, prospective students conducted an estimated 2,100 unique conversations with the chatbot, which led to a 40 percent reduction in calls to the University’s customer service line – and more impressively, a 47 percent drop in calls during the critical first three hours.  In turn, this reduced the wait time for queries made via telephone – from an average of 40 minutes down to about 90 seconds, and 60% of student users rated their experience as “awesome.”.

These are just several such examples of successful business implementations using first generation, AI-powered, conversational interfaces. Read the complete article here.


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