by Angela Guess

A recent press release reports, “Amdocs, a leading provider of software and services to communications and media companies, is launching Smartbot, an artificial intelligence (AI) and machine learning-based bot that enables digital service providers (DSPs) to provide customer care, sales and marketing engagements to even the most discerning millennial.  Amdocs Smartbot with Microsoft Cognitive Services, specifically Microsoft Language Understanding Intelligent Service and Text Analytics API, provides leading DSPs with the ability to transform how they deliver highly personalized, self-service interactions with customers that are simple, quick and helpful.”

The release continues, “As an Amdocs commissioned global study1 that surveyed over 7,000 consumers and enterprises today revealed, bots lack the intelligence and emotional awareness to address complex consumer issues and must evolve from rules-based bots to AI smartbots.  Amdocs’ new Smartbot addresses this gap as it is integrated with industry domain knowledge of DSP best practices and business processes.  Also, with Amdocs Smartbot’s deep integration with the service provider’s core information systems such as CRM, order management and product catalog, DSPs can now see a 360-degree view of the customer and understand the context of the interaction, enabling them to grow care-to-commerce revenue by making more relevant predictive care and promotional offers to customers.”

It goes on, “As customer interactions will increasingly be automated and managed without a human in the future, the capability of Amdocs Smartbot to address customer inquiries more efficiently is critical to helping DSPs reduce costs, increase upsell conversion rates and improve care.  Key to delivering the most satisfying customer experience is the advanced understanding of sentiment, intent, natural language and emotion that Cognitive Services provides to the Amdocs Smartbot.  Furthermore, by taking advantage of the Amdocs aia intelligence platform, the Smartbot continuously learns and derives real-time insights that help DSPs build increasingly personalized experiences.”

Read more at Globe Newswire.

Photo credit: Amdocs