A few months ago, students from Cornell University had an idea: what would happen if we put two laptops side by side and allowed chatbots interact with each other? (AI vs. AI. Two Chatbots talking to eachother http://youtu.be/WnzlbyTZsQY ) The Artificial Intelligence (AI) behind such chatbots is based on conversations with people - "NOTE: This AI learns from people - things said may seem inappropriate - use at your own risk." The AI had learned from human interaction. The result was a bit of a heated conversation that meant nothing. There is a need for leading brands to make Virtual Assistants "talk to each other" and it’s working today.
Now switch your thinking to Virtual Assistants in the customer care and customer service space. Typically, they are programmed to respond to user queries having to do with customer care issues like billing, troubleshooting, and how to navigate to the right information. The AI can "learn" from past user conversations when a solution is voted helpful and the knowledge comes straight from the company that owns the content. In most cases, there is a need for these Intelligent Virtual Assistants to interact. For example, if you purchase a laptop it comes bundled with security software, and perhaps additional software for multimedia. You will take it home, connect it to your wireless network, and use a device like a wireless mouse. This scenario is typical and should include more components like the internal processor, other peripheral devices, etc. What happens when you lose your network connection? Where does the problem originate? Who do you call? Is it the Service Provider, the wireless router manufacturer, or is it your laptop that requires assistance? Customer Support is no longer isolated to one brand.
The ability for Virtual Assistants to "interact" in customer service and support is necessary. In this scenario, the Artificial Intelligence will not discuss religion or unicorns like the experiment conducted by students at Cornell University. Rather, one Virtual Assistant will be able to help you troubleshoot your problem and if it discovers that the problem may be related to your wireless router or the internal chip on your laptop, the AI will seamlessly pass your conversation onto the Virtual Assistant that can help you; its very similar to a live agent interaction. As products and services continue to overlap, consumers will demand the same overlap in support.
"Support across company boundaries."
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