How Conversation Is Shifting The Paradigm For Intelligent Businesses

Paul Kurchina

Part 2 of the three-part series, “Innovating the Intelligent Enterprise

Conversational user interfaces (UIs) are steadily becoming an integrated part of everyday life. From Siri on iOS and MacOS and Google’s and Amazon’s home devices to Microsoft’s integration of Cortana into Windows, billions of chatbots and voice assistants are pushing the limits of digitalization with an experience rooted in humanness.

Despite the growing acceptance and availability, users are expecting more from conversation-based technologies. Already, messaging apps have outpaced social-media channels in active users while robots begin to handle over 85% of client-company interactions. Studies predict that this trend will go even further as a growing majority of consumers demand to see and use these capabilities to talk with their vendors – and some are already starting such engagement with customer-support exchanges.

According to Omer Biran, managing director of Conversational AI at SAP, the reason why people and businesses are focused on using conversational UI comes down to two things – workforce productivity and customer experience. And these promises are empowering a growing majority of companies to prioritize the integration of chatbots – internally for employees and externally for customers – in their strategic digitalization plans.

Combining technologies to create the ultimate user experience

To create a user experience that keeps employees and customers engaged and productive in everything they do, it is important to consider both sides of the conversational UI:

1. Digital assistants

Allow every user to smoothly interact with business applications through a unique conversational interface. Companies can customize these tools internally and integrate them with other solutions to deliver the ultimate promises of artificial intelligence.

These tools are especially useful when they are plugged into existing business applications and extended to improve the experience of relevant use cases – all while embedding high levels of personalization and context awareness in every interaction.

2. Bot-building platforms

Deliver a flexible environment on which powerfully collaborative agents can be innovated for digital assistants or as standalone tools. With a conversational interface builder, companies can create digital assistants for new use cases and adapted to evolving operational needs when needed.

Access to best-practice modules and expert communities helps businesses train algorithm models, build applications, generate data, connect systems, and monitor performance all on one platform. Plus, they can innovate any use case at scale for specific industry needs. 

Creating an engaging foundation for an intelligent enterprise

Using these two technologies allows companies to create experiences that are simple, connected, agile, and fast – all of which are hallmarks of an intelligent enterprise.

For example, hiring managers can use existing applications to ask questions in speech or text to learn how to best promote an employee. Internal buyers can cancel orders in a business network with ease and confidence. Traveling employees can resubmit expenses without the risk of error and noncompliance through a single, guided interface.

When it comes to digital innovation, the creation of human-like experiences is becoming the new priority. Over time, companies will find new ways to automate support services with smart, multilingual, and always-on chatbots. And for employees and customers alike, this interface will deliver what everyone wants from their technology – insight-driven decision-making, swift action, and desirable outcomes.

Enhance the quality of customer support, customer satisfaction, and revenue generation with smart, multilingual, and always-on chatbots. Watch the Americas’ SAP Users’ Group (ASUG) Webcast replay “Enable the Intelligent Enterprise with Conversational Interfaces,” featuring Omer Biran, managing director of Conversational AI at SAP.

Paul Kurchina

About Paul Kurchina

Paul Kurchina is a community builder and evangelist with the Americas’ SAP Users Group (ASUG), responsible for developing a change management program for ASUG members.