Oracle Magazine, Nov/Dec 2017
Thinking About Chatbots Keep These Five Factors in Mind ORACLE MAGAZINE NOVEMBER DECEMBER 2017 42 IT and business unit leaders thinking about the platform theyll need to develop run and analyze chatbots should consider the following five factors according to Suhas Uliyar vice president of mobile bot and AI strategy and product management at Oracle 1 Dealing with multiple channels Your tool should let you write a chatbot once that can run on many channels such as WeChat WhatsApp and Facebook Messenger as well as voice assistants such as those powered by Alexa and Siri 2 Having real conversations Developers need a dialog engine that uses natural language processing to help you write intelligent scripts at the start that can understand and respond in conversational language 3 Using machine learning Your dialog engine also needs algorithms that can learn the many different ways customers ask questions so it gets smarter over time 4 Integrating with enterprise systems A bots intelligence comes from the data in systems such as customer relationship management supply chain enterprise resource planning and more Your bot needs to tap into a flexible APIdriven integration platform 5 Enabling bot to human agent handoffs Your bot should be intelligent enough to know when it cant handle an end users input and then hand off to a human agent to ensure the bestquality experience And the human agent should be able to hand off conversations to the bot when appropriate At Oracle we focus on making it very simple for developers to build bots instead of having to build all these five things from the ground up Thats what we have built into our chatbot platform Uliyar says I think the secret sauce of Oracle Mobile Cloud Enterprise is the sum of all its parts The differentiator for the platform really is a packaging of all this into one cohesive solution
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