Enterprises are latching on to the fact that an automated intelligent chatbot can help them perform tasks such as sentiment analysis and complex workflows.
However, enterprises may be reluctant to use bots on public platforms due to the issue of data ownership. Data collected by a Facebook Messenger bot, for example, belongs to Facebook. This is good news for Facebook, but it's bad news for the company that commissioned the chatbot.
Now enterprises can build brand-agnostic chatbots that solve the data ownership issue.
Orlando Fla.-based Kore.ai has released conversational AI bots that live within other platforms such as Slack or Salesforce Chatter, and they can be used for customer service or IT support. Any data collected is owned by the enterprise.
Bots can also capture average tone score for sentiments such as anger, disgust, fear, sadness, joy, and positivity -- all based on what a user says to the bot. Interactions can then be redirected, if needed, to a live human agent.
Kore.ai's chatbot can maintain context through each interaction with the user. For example, the phrase "What is the weather going to be like in New York on Friday" can be coupled with "and Sunday?".
The bot will recognise that the second statement is connected to the first and respond with relevant information.
Any enterprise-level rule can be connected and bots can be managed and provisioned according to Active Directory permissions across the enterprise. Analytics can track the most popular channels or the most active users.
We already see many websites using chat as soon as you load the page. Offering advice, bots can help you navigate your way through the site before you're handed over to a human operator.