First Look: Amdocs Launches Smartbot

On Tuesday, MHW learned that Amdocs — a top provider of software and services to communications and media companies — has launched 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.

We’re told that 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 study 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.

In short, 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.

“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,” says Gary Miles, general manager of Amdocs.

To learn more about the company, click here.

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