Oracle Magazine, Nov/Dec 2017
ORACLE MAGAZINE NOVEMBER DECEMBER 2017 39 C hatbots could soon become every bit as essential to engaging with customers as mobile apps and websites are now Customers want to use their preferred messaging channel Facebook Messenger Slack SMS WeChat Alexa Google Home and the like to get instant answers And thanks to advancements in artificial intelligence deep learning natural language processing and back end integration the technology is here for companies to finally deliver smart bot driven conversations What were seeing is this huge transformation messaging as the next browser says Suhas Uliyar vice president of mobile bot and AI strategy and product management at Oracle We saw the internet wave then we saw the mobile wave and what were now seeing is the messaging wave the conversational UI backed by artificial intelligence With the intelligent botbuilding capability now part of Oracle Mobile Cloud Enterprise a multichannel development operations and analysis platform companies can manage their bot mobile and web customer experiences as one strategy Developers can use all their existing mobile optimized APIs built for smartphone apps to integrate their chatbots with enterprise systems such as building a chatbot that redirects to a mobile app to capture structured data when for example a chat about loan rates turns to filling out the form for a loan application See the sidebar Thinking About Chatbots Keep These Five Factors in Mind And businesses eager to improve connections with customers and employees are using Oracle Mobile Cloud Enterprise to prototype and test chatbots for everything from responding to customer billing questions to providing employees with precise maintenance and status information Exelon Adds Chatbots to Channel Agnostic Approach A prime example of early chatbot adoption is Exelon the United States largest utility by customer count working across the energy industry in generation electric and gas delivery EXELON CORPORATION Chicago Illinois INDUSTRY Energy ORACLE PRODUCTS Oracle Mobile Cloud Enterprise
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