Amdocs Launches Smartbot to Bring Intelligent Bot-to-Human Customer Experiences to Digital Services Providers
September 12 2017 - 6:00AM
Amdocs (NASDAQ:DOX), 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.
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.
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.
Amdocs Smartbot is channel agnostic, enabling DSPs to spotlight
promotions across mobile, Web and all social messaging platforms.
This omni-channel experience includes the DSP’s website and
self-service application, Facebook Messenger, Kik, LINE, Skype,
Slack, SMS, Telegram and Twitter as well as voice assistants such
as Amazon Alexa. Amdocs Smartbot also has the capability to
seamlessly shift the bot interaction to a human agent in the DSP’s
support center.
Amdocs Smartbot can be deployed either on-premises or in the
cloud, on the Microsoft Azure cloud platform. By hosting
Amdocs Smartbot as well as the customer interaction history on
Azure, a customer can pause and pick up a conversation at a later
more convenient date or time.
“With world-leading cognitive capabilities from Microsoft and AI
and machine learning from Amdocs aia, the Smartbots we’re
announcing today are always learning and this results in constantly
refined and speedier time to response and action for DSP customers.
The tremendous opportunity to continuously improve sales and
customer service by fostering better bot-to-human experiences is
why we believe DSPs will be quick to embrace and widely adopt
technology advances such as Amdocs Smartbot,” said Gary Miles,
general manager, Amdocs.
“With Microsoft Cognitive Services at its core, Amdocs Smartbot
provides digital service providers (DSPs) with industry-specific
context, natural language, emotion, sentiment and usability that
supports our mutual customers in the communication and media
industry," said Nagu Rangan, senior product marketing manager,
Microsoft Azure, Microsoft Corp. “We’re pleased to work with
Amdocs to help shape the speed of adoption of the next generation
customer care services DSPs will deliver.”
1 Amdocs commissioned global research entitled “Humans vs
Machines: How to stop your virtual agent from lagging behind”,
please visit here.
Supporting Resources
- Learn more about Amdocs Smartbot with Microsoft Cognitive
Services
- Check out announcement highlights in short video with Amdocs’
Gary Miles
- Keep up with Amdocs news by visiting the company’s website
- Subscribe to Amdocs’ RSS Feed and follow us on Twitter,
Facebook, LinkedIn and YouTube
About AmdocsAmdocs is a leading software and
services provider to the world’s most successful communications and
media companies. As our customers reinvent themselves, we enable
their digital and network transformation through innovative
solutions, delivery expertise and intelligent operations. Amdocs
and its 25,000 employees serve customers in over 85 countries.
Listed on the NASDAQ Global Select Market, Amdocs had revenue of
$3.7 billion in fiscal 2016. For more information, visit Amdocs at
www.amdocs.com.
Amdocs’ Forward-Looking StatementThis press
release includes information that constitutes forward-looking
statements made pursuant to the safe harbor provision of the
Private Securities Litigation Reform Act of 1995, including
statements about Amdocs’ growth and business results in future
quarters. 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. Such statements involve
risks and uncertainties that may cause future results to differ
from those anticipated. These risks include, but are not limited
to, the effects of general economic conditions, Amdocs’ ability to
grow in the business markets that it serves, Amdocs’ ability to
successfully integrate acquired businesses, adverse effects of
market competition, rapid technological shifts that may render the
Company's products and services obsolete, potential loss of a major
customer, our ability to develop long-term relationships with our
customers, and risks associated with operating businesses in the
international market. Amdocs may elect to update these
forward-looking statements at some point in the future; however,
the Company specifically disclaims any obligation to do so. These
and other risks are discussed at greater length in the Company's
filings with the Securities and Exchange Commission, including in
our Annual Report on Form 20-F for the fiscal year ended September
30, 2016 filed on December 12, 2016 and our quarterly 6-K form
furnished on February 13, May 22 and August 14, 2017.
Media Contacts:Linda HoriuchiAmdocs Public
RelationsTel: +1 (201)
631-6810E-mail: linda.horiuchi@amdocs.com
Lindsay Noonan Hotwire PR for AmdocsTel: +1 (646) 790
4753E-Mail: lindsay.noonan@hotwirepr.com or
AmdocsUS@hotwirepr.com
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