Yes, you got it right !!! Our world is turning more and more digital every day. The customer journey is more complex now than ever. Engaging with them, in the right time and the right way is no small deed. With the right solutions to customers, they should be to bring in contextual data to create the highly-personalized experiences at scale in real-time. Artificial intelligence (AI) and Machine Learning are key spotlight areas which is making this revolution happen.
Firstly, let us understand the term ChatBot.What is a Chatbot? A chatbot is an artificial intelligence (AI) software that can simulate a conversation (or a chat) with a user in natural language through messaging applications, websites, mobile apps or through the telephone. Chatbots usually try to simulate human behavior to make the conversation as enjoyable and natural as possible. Chatbots play a very important role in learning. They are the intelligent conversational systems that allow users to talk and interact with artificial intelligence (AI) in a simple way. Most chatbots require the input of text through a keyboard. Best example here, would be Alexa from Amazon which we already experience in our day to day life. A chatbot can be enabled to manage speech by invoking Speech-to-Text and Text-to-Speech applications. In this way, the chatbot can talk to the user and provide a service response. It is majorly relevant to many industries: Government, Airlines, Banking, Insurance, Telecoms, Utilities, Consumer Electronics. Other areas like Marketting and Finance still needs to evolve as these areas needs more of customer interaction and involvement.
Now, coming to SAP Chatbot, it had been a very exciting news for SAP, with the announce of the new product, SAP Conversational AI . SAP Conversational AI is part of the SAP Leonardo Machine Learning portfolio. SAP Conversational AI is deployed in the cloud and is available as software as a service (SaaS), so you can access it from any Web browser. Let us look into few advantages of SAP Chatbot, firstly customer retention-We can easily anticipate customer behavior ,such as product cancellations or renewals with instant insights into dissatisfied customers from transactional data and digital interaction points. The advanced machine learning application automates data mining, predictive analysis, and capture of leading churn indicators. Secondly SAP Service Ticket Intelligence which accelerate customer service in your omnichannel front office with SAP Service Ticket Intelligence. The application efficiently processes inbound social media posts, e-mails, and other channel interactions by automatically determining classifications, routing, and responses, with more automated processing and faster digital interaction processing.
In the latest release 1808 for SAP C4HANA space, though we have a Chat link placeholder in Service ticket, we do not have built-in SAP Chatbot capabilities, but SAP recommends to integrate C4HANA with many other third party sites to have this in pace, one such e.g is Snap Engage.
Recent survey on Chatbots highlights challenges that have yet to be overcome. Despite the many advancements made in fields of AI and machine learning, chatbots still lack the ability to interact on a truly human level. While this is a technical limitation, it would not be right to assume that chatbots lack business value simply because they are unable to achieve a human-levels of intelligence. Our real objective should be to ensure that your customers’ needs are met and their expectations are exceeded each time they interact with your business.
Stay tuned for more on SAP ChatBot integration with C4HANA.