We offer our customers a broad network of skilled local and global partners across a wide range of leading industries. In our “Partner Spotlight” series, some of our most dedicated partners will kindly be sharing their thoughts on Conversational AI.
Please tell us briefly about your professional background and your current role? How long have you been working at your company?
I have over 24 years of experience in Sales, Technology, Professional Services and Contact Centers. I have led digital transformation and pre-sales teams. My current role is leading the global go-to-market efforts bringing our contact center solution to the market. I have been at Blue Prism for a year and a half.
What is special about your company?
Blue Prism provides an intelligent automation platform that unifies human and digital experiences. Blue Prism delivers — with the flexibility you need to create the business you want. From deployment on-premise, through a cloud service provider or as SaaS, to a skilful and adaptable digital workforce that continually expands to meet your enterprise needs, you can gain enhanced operational insight and control while your people reclaim the time they need to focus on great work.
How is your company related to Conversational AI?
Blue Prism Service Assist provides an intelligent automation platform for the contact center. Our solution brings together all the disparate systems in a unified experience to drive a better agent and customer experience. We partner with contact center solutions such as conversational AI to ensure our customers are able to deliver great customer service fast.
What is special about Cognigy and Cognigy.AI? What sets Cognigy apart?
Cognigy integrates with Blue Prism to trigger robots, activate swarms and respond to users in their channel of choice, synchronously or asynchronously.
Cognigy provides advanced conversational AI capabilities and is really easy to use. Cognigy has a unique balance between being user friendly but also embeds a technical framework that allows extensibility.
What do you think is the main reason why some companies still don´t use smart bots across the board?
Organizations have made a large investment in customer-facing solutions. While they are looking at ways to move the customer experience to the omnichannel, smart bots often aren’t smart enough to allow an issue to be resolved via self-service. In addition, they often need human assistance to understand commands so don’t provide the time savings and ROI improvements that the organization thinks. And in the past, they needed specialized skill sets to create and manage.
Blue Prism Service Assist makes smart bots “smarter“. They allow users of the bot to interact with the data and processes needed to resolve an issue.
How do you see Conversational AI evolving in the next three years?
Companies are going to continue to grow their investment in conversational AI. Conversational AI will get smarter – it will be easier to manage, the AI will learn better and continuously and better able to handle NLP and complex vocabulary. AI won’t require as extensive training and can deploy much faster.
On a personal note: Who would you like to meet for a chat and why?
Eleanor Roosevelt. She was a strong woman in a time when women weren’t always allowed to be powerful or speak their voices. She was an equal partner to her husband and did so much to advance social platforms. And, she seems like she would be such an interesting person to get to know – she experienced so much change and helped our country through WW II.
And last but not least: Any favorite books, podcasts, blogs, films, series that you´d like to recommend to our readers?
Business Books – The Art of Doing Twice the Work in Half the Time, Getting Naked, Demonstrating to Win (an oldie but a good)
Personal Books – The Bear and the Nightingale, The Giver of Stars, Where the Crawdads Sing
Podcast – The BixChix, Better with Michael Bush