Digital Assistants/AI Chatbots are transforming and disrupting Digital Experience (Dx)
Digital assistants are automated software applications capable of assisting customers and employees with daily tasks. With the help of artificial intelligence and natural language processing, the digital assistant can resolve queries with ease. They are also known as intelligent personal assistants (IPA) or intelligent virtual assistants (IVA). The global digital assistant market can experience a windfall owing to consumer penchant for advanced technologies and openness and continuous developments in voice user interfaces.
The infinite capacity of Digital Assistance helps free up your employees and scale your organization’s efforts. Whether you use chatbots for customer service, sales, HCM or something else, their artificial intelligence ensures that your human resources are only used when they’re needed, and that your organization communicates with the most people possible. The best chatbots interact with more people faster than humans will ever be able to. The trick is knowing when and how to use them. In many cases, you’ll find that chatbots are basically a more informal way for people to navigate your website, HCM application, customer relationship management portal, etc.
Chatbots plays great role in Increasing Customer Loyalty in the competitive world, by helping the organisations to overcome the biggest support and customer experience challenge for customers – Getting real-time, instantaneous support and answers.
Oracle Digital Assistance (ODA) Platform
With Oracle Digital Assistant platform, one can develop digital assistants (Chatbots) with skills that can benefit from a more natural conversational user interface, through text or speech, to enterprise systems. By using Artificial Intelligence (AI) and Natural Language Processing (NLP) powered by Neural Networks and Machine Learning, Oracle Digital Assistant can more easily detect what the user is trying to achieve (their intent) and respond appropriately with information or results of transactions from API connections to any of back-end enterprise applications and information sources. The platform makes it simple and easy to build and train Digital Assistant without the need for specialist AI skills. The Digital assistant can then be exposed through many Chat and Voice channels, a custom mobile app or power web site.
Digital Assistants with different skills as per Business Functional Scenarios
Few example of scenarios and use cases where Digital Assistant (Chatbot) are useful:
- Chatbot on HCM Application for new hiring and on boarding.
- Chatbot for Marketing
- Chatbot for after sale customer support services
- Chatbot for dealership incentive payout communication.
- Chatbot for on demand analysis report for management decisions.
- Chatbot as Online Customer assistance in Banks
- Chatbot for B2E scenarios like complaint handling and HR enquiries
- Chatbot for asset management
- Chatbot as part of any existing Mobile App
- Chatbot along with social media channels for connected services
OMFYS BESTa – Digital Assistant Platform
BESTA is Digital Assistance Platform developed by OMFYS. Using the BESTA platform we can develop intelligent Chatbots of various skills like HCM Assistance, Software testing assistant, Marketing assistant, Project tasks and delivery tracking assistant, Customer Support Service assistance, etc., as per your organisation requirement. BESTA is powered by Machine learning, NLP for text and audio chatting, and sentimental analysis capabilities to make the chatbots more intelligent and providing great digital experience to customers and employees.
