How Bots Are Going to Work to Increase Efficiency

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AI-Powered Gift Concierge Bot

1-800-Flowers launched an AI-powered gift concierge called Gifts When You Need (GWYN). Using IBM’s Watson's conversational capabilities, GWYN can interact with online customers using natural language. GWYN is designed to interpret customer questions, and then ask questions about the occasion, sentiment and who the gift is for to ensure the appropriate, tailored gift suggestion is matched for each customer. GWYN is available for mobile and desktop users.

Bots are moving into the workplace. In fact, you may have interacted with one today. Citing a study by Oracle, Business Insider reported that 80 percent of decision makers surveyed reported that they are already using or plan to use chatbots by the year 2020. Also, in an IT Business Edge post, Don Tennant wrote: "Within the next decade, the customer experience in obtaining goods and services will be dramatically altered by the emergence of bots that communicate with each other, leaving nothing for us humans to do in the process other than letting our personal bots know what it is we want."

You can categorize the bots in several ways, explained Vaclav Vincalek, CTO with Peer Effects. You can split them based on: Platform (Facebook, Amazon, Microsoft); Communication (conversation, listen); Purpose (customer service, selling); Interface (voice, text only, visual); Audience (personal assistant, corporate); and Industry (retail, banking, health).

"Based on this classification," Vincalek said, "you can cover most of the bot activity in the market space."

Here are a few ways that businesses are adopting bots to enhance business practices.

 
 
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