GoDubai
  
  
  
  
Citylife > Press Release
  Home Contact us Add to Favourites
Most Recent Postings
More Press Releses
Featured Sections

Event Finder
A daily roundup of exhibitions, promotions and other events in Dubai and the rest of the Emirates.
Submit an Event
Latest Dubai Press Releases >> Technology

 
  Share

Building a network for regulated information collaboration across automated service-agents

Dubai, United Arab Emirates – October 10, 2018 –    Avaya Holdings Corp. (NYSE:AVYA), today announced it will demonstrate the first social platform for chatbots at GITEX Technology Week 2018, ushering in a giant leap forward in customer self-service. Drawing parallels from traditional social media, Avaya's latest innovation provides a structured platform for bots to engage each other in a secure and controlled manner with the intent of extending the expertise and effectiveness of each individual chatbot.

A 2018 global Avaya survey of 8,000 consumers, found that 80% of people expect an immediate response from their banks, hospitals, hotels & even their governments, highlighting the need for efficient and ‘always-on' customer service. “With automation, organizations can overcome their human resource limitations and meet these customer expectations by delivering seamless, intuitive and intelligent experiences across all touch points. Bots are rapidly becoming one of the most powerful means to positively impact customer service, second only to face-to-face interaction,” said Laurent Philonenko, Senior Vice President, Innovation at Avaya.

While acknowledging the growing customer acceptance, a key shortcoming of enterprise chatbots is that they are domain-specific and can respond only to a relatively narrow set of dialogues. This has limited their ability to fully and efficiently service customers' requests when they face questions they haven't been trained to answer.

“But what if we could enable chatbots from different domains and industries to collaborate and exchange information via a highly regulated platform, and find answers from other chatbots, not just humans? We could, in effect, securely link enterprises, significantly expanding the efficacy and expertise of any single bot thereby enabling organizations to deliver an exceptional level of customer service, reducing the need for human intervention and enabling deeper self-service, as well as reducing the need for supervised learning,” added Ahmed Helmy, Solutions Architects Director, Avaya EMEA & APAC.

GITEX delegates will witness first-hand how Avaya's platform would allow any enterprise to register its chatbot with a unique social profile and 'friend' other member bots from different domains and industries. This social platform demonstration will also allow chatbots to rate each other, and store confidence metrics based on the quality of information received, and feedback from end customers, leading to constant improvements in each bot's quality and speed of customer service. 

Avaya envisages two scenarios for how customer and bot interactions will be handled in real time—either the original bot contacts a friended bot on the customer's behalf and delivers the received answer, or the original bot connects the customer to a friended bot in the style of a conference call. “This is a huge step forward in addressing the information and service bottlenecks of chatbot systems,” said Helmy. “The social platform model also means that Avaya's customers can increase the value of their chatbot solutions without having to engage in lengthy and costly data curation or warehousing projects.”

Avaya is incorporating this groundbreaking, patent pending capability in its Avaya Ava™ smart self-service platform, which already provides a chatbot and messaging framework associated to natural language processing and machine learning. 

This technology demonstration from Avaya continues its long tradition of leadership in customer experience and disruptive innovation. GITEX visitors can see this and other ideas in action at Avaya's stand Z1-C10 in the Zabeel Hall of the Dubai World Trade Centre, from 14 to 18 October.



Posted by : GoDubai Editorial Team
Viewed 2879 times
Posted on : Wednesday, October 10, 2018  
Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of GoDubai.com.
Previous Story : A10 Network's Thunder Threat Protection System (TPS) Awarded DDoS Defense Effectiveness Certificatio...
Next Story : Innovating or Upgrading? The truth behind the latest hype in the smartphone industry
Email this article Print this article

Share this article with your friends and followers
NewsVine

Comments

Back to Top  
Most Viewed Press Release posted in the last 7 days
BodyO launches officially its AiPod for a full body check-up during the Gitex Fu...
The World of Aigner Wunderkammer
Halloween “Catwoman” mask using BROW products
Fifi & Friends - Now available at more outlets across the UAE
Win up to 250,000 Gold coins at Malabar Gold & Diamonds this festive season
Corum Heritage Eleganza- Dedicated to the stylish woman
Michael Kors to Introduce a Special-edition Whitney Handbag for the Middle East
BOLLYWOOD PARKS™ Dubai introduces 11 new shows with a new line up of performance...
Hour Choice presents Coach Park Collection (Suede straps)
Dubai's newest social hub - Bar Baar introduces ‘Thela Baar Brunch'
Sunglasses Trends for Fall/Winter 2018
Scuderia Ferrari Aspire Watch Special Edition Gift Set
Dubai Shopping Festival Returns With Much-awaited Mega Raffles
Saddle Up With kate spade Fall 2018
Neymar Jr. Partners With GaGà Milano as Brand Ambassador
CITIZEN Unveils 100th Anniversary Limited Edition Collection
Rado DiaMaster Ceramos Automatic
Trust Corine de Farme for Sulfate-Free Baby Products
L'oréal Among the Top 10 of Thomson Reuters Diversity & Inclusion Index
W Motors and Safe City Group introduce the BEAST PATROL at GITEX: One of the mo...
Introducing the Nokia 7.1 to the UAE
Malabar Gold & Diamonds partners with NBF for the second NBF Fujairah Run
Be Thankful with Tub of Butter This Thanksgiving
Sharjah Government pavilion highlights digital transformation of Sharjah at GITE...
HUGO BOSS Watches Jump Collection
Tissot Bella Ora Round Style incarnate
8 Jours Grande Taille a modern take on a classic timepiece
Toyota's legendary King goes urban with the 2019 Land Cruiser Grand Touring Edition
Nissan to Make Official On-track Formula E Debut
Tazio Nuvolari – Time is legend
Western Digital powers AI-enabled storage for futuristic surveillance and security
Cell Phones, Sporting Goods, and Soon, Cars: Ford Innovates with “Miracle” Mater...
Lacoste Kyoto Collection
Rado HyperChrome Diamonds
Golden Bridge Titane Dlc: The Clash Of The Titans
Happy Anniversary – Celebrating 30 years of the Regulator!
Baroncelli Big Date collection from Mido
Dubai Festival City Run 2018 to take place on November 9th
Eberhard & Co. Presents Scafograf 100
Avivo's Ribbon of Life Walk in support of Breast Cancer on 19th October
Healthcare leaders sign in Dubai a Call for Action to raise awareness about ‘sil...
Epson Introduces the New A3 and A4 business inkjet aimed at busy workgroups duri...
Daikin eyes significant expansion of business in the UAE
Dubai Business Women Council witnesses 36.5% growth in total membership since th...
Synx, Pand.ai, and AIMLedge named winners of startAD's Artificial Intelligence V...
Jeddah Airport delegation applauds Dubai Customs' experience in facilitating tra...
Roger Dubuis opens a new boutique in Monaco
Motiongate Dubai's Fright Nights Offers Something for Everyone this Halloween
National Day Camel Marathon set to take place in February
#MyDubai Competition offers Expatriates the Chance to Win a Trip for their Frien...