According to research published last year by Vonage subsidiary NewVoiceMedia, 25% of people prefer to have their queries handled by a chatbot or other self-service alternative, and Salesforce says roughly 69% of consumers choose chatbots for quick communication with brands. And topic suggestion and AI-driven topic tuning help bot authors discover new subjects to build and improve topic triggering.Īutonomous customer service agents are fast becoming the rule rather than the exception, partly because consumers seem to prefer it that way. In addition, AI-driven personalization capabilities allow the bots to use the details the system already has - such as a ZIP code or address - in future chats with the same user. The bots automatically learn from conversations and improve their ability to parse what’s being said.
Bots created with Power Virtual Agents can now learn and improve over time, thanks to AI-driven natural language learning.
In other news, Microsoft revealed a new set of capabilities for Power Virtual Agents, its service that allows customers to create chatbots via a web graphical interface.
Web and desktop recorders capture steps in an automation, and a visual drag-and-drop designer organizes flows logically, with over 370 prebuilt actions that connect to a number of different applications. Power Automate Desktop for Windows 10, which arrives after Microsoft acquired RPA startup Softomotive, provides an attended RPA solution to automate tasks in SharePoint, Excel, Outlook, OneNote, and third-party business apps.
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