Amdocs has teamed up with Microsoft to launch Smartbot, an artificial intelligence (AI) and machine learning-based bot for automated customer interactions that can be deployed either on-premises or in the cloud, on the Microsoft Azure cloud platform.
Amdocs Smartbot is designed to help Digital Service Providers(DSP)s to address customer inquiries more efficiently, reduce costs, increase upsell conversion rates and improve care.
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.
The Smartbot’s also enabled 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, said Amdocs.
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.
Gary Miles, GM, Amdocs
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.
Nagu Rangan, Senior Product Marketing Manager, Microsoft Azure, MIcrosoft Corp
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.
