Conversational AI & "the Mother Bot"

Image source: AnalyticsInsight.net

An awesome insight we at Avanade can make as a global company is to discern trends and differences in different geographical markets around the world. A major global effect we at Avanade notice is that Covid-19 has contributed to an increased demand for (intelligent) automation.

A given part of an automation program is Conversational AI which in simple terms is the use of speech-based assistants, messaging apps and chatbots to automate communication and create personalized employer and customer experiences at scale. When combined with automation and AI, conversational interactions can connect humans and machines through virtual assistants and chatbots.

What we are starting to see clearly is that large enterprises that have not yet managed to break out of their old silo structure are buying different solutions for conversational AI based on different technologies. When different departements do this in order to solve similar challenges they get a very fragmented, costly and a hard to manage landscape.

The key to successful Automation where Conversational AI is at the center is to establish a platform that is the first choice for each use case but which can also act as an integration platform for other technologies when needed - hence a "Mother Bot". As hinted there are no platform that is the best choice for everything but there are platforms that allows you to scale and grow without putting yourself in a corner and offer integration possibilities to other technologies. Examples of when such integrations is needed can be to consolidate existing chatbots and RPA solutions into the platform or when new initiatives occur where one has to deviate from the "first choice" in order to deliver on set requirements.

One of the most important but difficult requirements to deliver upon is that the platform/solution must be intuitive and easy to use.

At Avanade, we run several dialogues, not only in the Nordic region but also globally, where this is a very important topic at the moment. Very humble, I dare say that we at Avanade are very well positioned to help our clients in this area as we have both extensive experience, pre-built assets and also accelerators such as our ACE platform based on the Microsoft Bot Framework. However, the greatest value ACE delivers is not a homogeneous IT platform, it′s the democratization of the solution/platform so that business-users become super-users. This means not only that the client can avoid paying costly and non-value-creating work to IT or consulting companies, but also that each new use case is built by the people who knows the problem and the business best.

AI will be the GUI of the future.

If you want to know more and how you can position yourself for the future with an AI first approach please reach out and let′s talk :-)

Have a great summer!

/Peter Larsson, Head of Data and AI, Nordics at Avanade

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