Opus Research Updates Intelligent Assistants and Bot Landscape
“Intelligent Assistance requires systematic implementation of elements of ‘artificial intelligence,” explained Dan Miller, Lead Analyst at Opus Research. “In this Landscape and an accompanying technology blueprint we provide organizing principles that deflate the hype surrounding bots and highlight innovation that will improve customer experience and employee productivity.”
Five Principles Describe How to Succeed in Bot-ness
Metabots shape end-user expectation.
Alexa, Siri and Google Assistant are perceived as “state-of-the-art” assistants, at least in the #VoiceFirst domain. As their users experience more success in search, shopping and other daily activities, they will expect more from other Intelligent Assistants, including message bots, chatbots and virtual agents
Assistants evolve into Advisors.
We’ve already seen assistants turning into advisors as part of home healthcare, financial services and travel. With an infinite capacity for context (including transaction histories, payment preferences and vendor preferences) the move from passive assistant to pro-active advisor is a natural.
Improved productivity is the objective.
We’re far beyond mere natural language understanding. The new targets are task completion for individuals and higher level of productivity for employees. Conversational user interfaces for business processes is the key.
Intelligent Authentication must be built in.
User authentication must be baked into the conversation. It is key to privacy, fraud prevention and personalization as well. Both “front-end” (automated speech processing, biometrics) and “back-end” resources (behavioral analytics, location) must be designed to support zero-effort authentication.
New solution providers appear every day.
You can’t tell the players without a scorecard and the new Landscape (along with the Technology Blueprint) has provided marketing, support and digital commerce specialists with a useful tool for mapping new entrants into their proper position in the ecosystem.
About Conversational Commerce Conference
C3 is convened semi-annually to provide a venue for marketing, customer care and digital commerce executives to meet with solutions providers spanning #VoiceFirst, messagebots, chatbots and virtual assistants. www.conversationalcommerce.net
Contact: Derek Top, Research Director
About Opus Research
Founded in 1986, Opus Research is an advisory and analysis firm providing critical insights and consulting on software and services that support multimodal customer care. Its focus on “Conversational Commerce,” merges intelligent assistance, conversational intelligence, and intelligent authentication. More info: www.opusresearch.net
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