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Our new Smartbot solution with Microsoft announced today is an example of how Amdocs has enhanced its portfolio with unique skills and solutions to help our customers grow confidence and capabilities in this area.
It provides service providers with telecom-specific AI capabilities for offering highly personalized and emotionally-aware bot interactions, which is something consumers are clearly missing in today’s bots.” The research covered consumers and senior service provider decision makers in 12 countries across the Americas, Europe and Asia, providing a wealth of market-, gender-, age- and role-based information.
Service provider investments not focused on what’s bothering consumers Service providers are not investing in the right areas in terms of their AI investments.
Forty-two percent are prioritizing AI investment in increasing information security and privacy and 39 percent in speed of response.
Sounding polite (1), caring (2) and intelligent (3) are by far the highest in terms of preferred bot personality traits, followed by funny (4).
But, sounding posh or authoritative tie 12th with only nine percent of consumers saying they would appreciate this.
Love their speed and convenience but don’t force robots on us until they’re more human and smarter, say consumers Thirty-five percent of consumers interact with virtual agents at least once a week because it’s more convenient (44 percent) and quicker (41 percent), but 47 percent say this is only because they had no other option.
If offered a choice, 83 percent would prefer to speak to a human since human agents better understand their needs (78 percent) and can address multiple questions at once (57 percent).
Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material.They are also investing in features that consumers don’t find as desirable, with nearly a quarter of service providers (24 percent) building their bots to sound posh and a fifth (21 percent) to sound authoritative.More striking, while nearly a half (42 percent) of service providers are building their bots to sound youthful, only 18 percent of consumers want to interact with a bot who sounds younger than them.“Consumers have a good sense of how bots can serve them, better-developed than perhaps the industry’s.Their level of frustration with today’s bots is striking; a third even say they will take their business elsewhere if the poor service continues,” says Gary Miles, general manager at Amdocs.