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RESEARCH
ANALYSIS
• IPsoft, an independent enterprise AI solution teams act on the fly. It also includes virtual agent
TRENDS
provider announced the launch of a Digital capabilities that can answer questions and guide
Employee to help screen for potential indicators of user to the right answers for their problems.
the novel COVID-19 coronavirus, with the aim of
helping authorities to "flatten the curve" of • Uniphore, a conversational AI platform vendor has
confirmed infections. Amelia, IPsoft's been providing conversational AI solutions and
conversational digital assistant for COVID-19, is capabilities to several organizations whose call
equipped to identify potential risk indicators and centers have been completely overwhelmed by the
educate the public about the pandemic. This crisis due to social distancing of call center agents
interactive solution screens for COVID-19 and, in some cases, the complete shutdown of the
symptoms and provides U.S. citizens important centralized call center with agents having to work
information on the virus. This version of Amelia also from home. Uniphore has developed and deployed
aims to alleviate pressure on hospitals, clinics, conversational AI agents and solutions that
physicians' offices, and medical care centers that augment and improve call center agent capabilities
are fielding non-urgent questions related to COVID- and, in many cases, are able to handle the call in a
19. As a cognitive agent capable of interacting complete and automatic way.
naturally with humans, Amelia can relieve health
institutions so that they are able to focus their Due to the current crisis, many government, healthcare,
efforts on populations with the greatest need. and insurance organizations are now turning to
conversational AI applications to manage the upswell of
customer calls, emails, and messages about COVID-19
• Microsoft is offering its Healthcare Bot service
powered by Microsoft Azure to organizations on the for some good reasons: chatbots are available 24 x 7,
frontlines of the COVID-19 response to help screen offer strong potential for curated information that can be
patients for potential infection and care. customized to the needs and symptoms of the
individual; responses to specific questions can be
provided in an interactive manner more rapidly than
• Oracle's work-at-home requirements associated
with the spread of COVID-19 have made it all the traditional online search methods, and the information
more important to give employees easy access to is easily adaptable to local guidelines and regulations,
ever-changing information — on company policies, based on the location of the user. Besides all the
insurance coverage, and public health guidance, in benefits, there are certainly some deficiencies that
addition to the usual cadence of questions on must be addressed as well: organizations need to
vacation balances, status of expenses, and IT ensure data security and privacy at the forefront of
usage and adoption guidelines to maintain public's trust
workarounds. AI- based chatbots or digital in the information the chatbots provide.
assistants stand to change the way we interact with
business applications, not just consumer ones. The According to IDC, conversational AI interfaces based
main benefit is the ability to get immediate on voice and messaging are not the wave of the future,
responses to queries via natural local language, rather the requirement of today given this dynamic and
without having to download apps or get training. changing period in history. “A decade from now, talking
Oracle Digital Assistant is helping in a couple of and conversing with your applications and devices will
ways: as an assistant for every employee, seem like an everyday norm. The seeds of that
answering general policy questions, supporting conversational revolution are now germinating. How will
employee health and safety, enabling and your organization and enterprise participate in this new
expanding HR outreach via self-service, delivering world of customer and knowledge worker expectation
consistent information, and maintaining employee around conversational interfaces? Organizations
engagement. should be evaluating and potentially adopting
conversational AI applications to solve the significant
• ServiceNow's latest release, the Now Platform customer service challenges that the current situation
Orlando release, provides a new set of powerful AI has created for many of them”, the research firm
and analytics capabilities, including conversational concludes. (Source: IDC) ◊
AI capabilities for an organization's help desk or for
IT support and automation. The new release helps By MediaBUZZ
people get work done smarter and faster by
automatically surfacing context-aware
recommendations, predictions, and insights to help

May 2020: Natural language processing & conversational analytics: data quality beyond reproach 10