In today’s global economy, with more consumer choices and worldwide brand reach, the customer experience matters more than ever. Available technologies provide tools that can control and improve the digital customer experience with automated self-service engagement and provide an alternative to expensive live phone or chat-based customer service.
The emergence of chatbots to provide immediate and interactive access to information, have become widely deployed and accepted, but they lack a personal touch. At the same time Artificial Intelligence (AI), Natural Language Understanding (NLU) and Advanced Speech Recognition (ASR) capabilities are continuing to improve, enhancing traditional Interactive Voice Response (IVRs) and enabling new virtual customer assistance services. Gartner predicts[1] that by 2020, 25% of customer service operations will use virtual customer assistants and 30% of all B2B companies will employ AI to augment at least one of their primary sales processes.
Chatbots and other automation technologies are enabling businesses to achieve cost-effective scalability and agility to respond. However, the social value provided by video interactions creates a more intimate experience for customer service, sales, and brand engagement. Bots that can leverage the benefits of video– such as Radisys’ Engage Video Assistant – allow businesses to automate customer support while still creating a personalized experience for customer service, sales, and brand engagement.
Customers can access the Engage Video Assistant by dialing a regular customer support number, using a Video over LTE (ViLTE) capable 4G/LTE or 5G smartphone, the same way they would call any customer service call center (no app download required), and interact simply by asking questions. The video chatbot supports customer engagement programs with interactive and short video messages, and it can serve as a sales professional, brand ambassador, subject matter expert, or a customer service agent. It also supports voice (for both Over the Top and telephony-based applications) only and text chatbot interactions, as well as the ability to move between modalities.
However, deploying these AI-powered video call-bots that support interactive engagement and services requires heavy media processing for advanced speech recognition, transcoding, encryption, and mass scalability. A single video call-bot is capable of supporting thousands of simultaneous customer interactions. Technologies like the 2nd Generation Intel® Xeon® Scalable processor with integrated Intel Deep Learning Boost are critical to providing scalable and latency-sensitive processing power to support decoding audio and video of a caller and for the video call-bot to provide the appropriate response back – all in the timespan comparable to a conversation with a live customer service agent. For a cloud-based solution such as Engage Video Assistant that enables thousands of enterprises with personalized video call bots, virtualized computing offered by Intel Xeon processors is critical to dynamically scale media processing at the edge and at the core of the network. Radisys has benchmarked its media processing solutions on 2nd Gen Intel Xeon Scalable Processors for operation in BareMetal and utilizing Intel virtual CPU cores.
Lynn Comp, vice president and general manager of Intel’s Visual Infrastructure Division notes that, “Digital Assistants have the potential to scale customer engagement and enhance outcomes with a helpful, comfortable experience for the user. Intel Xeon Scalable processors deliver the performance and built-in AI capabilities to enable real-time, conversational interactions with these emerging cognitive services.”
With the Engage Video Assistant application, businesses have a new way to engage with existing and new customers in a more personalized and interactive manner. The ability to engage customers at their choice of time – day, night, weekday, or even on holiday – provides a customer experience that builds and reinforces a positive relationship, while allowing consistent delivery of the brand.
Radisys video call bot technology is already deployed by Reliance Jio - the largest LTE service provider in India serving 370 million subscribers. It has already gained tremendous success in providing unique customer care and brand engagement experiences for wide variety of verticals such as banking, entertainment, and retail.
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[1] https://www.gartner.com/en/newsroom/press-releases/2018-02-19-gartner-says-25-percent-of-customer-service-operations-will-use-virtual-customer-assistants-by-2020
