Oracle launches AI-powered chatbot for enterprise

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Megan Wright

Could AI-powered intelligent chatbots represent the future of enterprise employee and customer conversations?

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The launch of Oracle’s new artificial intelligence (AI)-powered chatbot capabilities last week signifies a larger shift in the enterprise landscape, as organizations move to keep pace with the rapid uptake of mobile messaging platforms.

The integrated technology company, which was last year praised by Forrester Research for setting the pace in the global market, is using AI to connect with a growing mobile market that now boasts an estimated five billion phone users worldwide.

In order to continue to strengthen relationships with customers, enterprises must be mindful of moving away from websites and traditional mobile applications, and towards messaging channels said Amit Zavery, senior vice president, product development, Oracle Cloud Platform.

“As user behavior has dramatically shifted to mobile and messaging platforms, it is critical enterprises evolve to support stakeholders’ preferred channels," he said. 

By integrating with channels such as Facebook Messenger, Kik, Skype, Slack, and digital voice assistants such as Amazon Echo, Amazon Dot and GoogleHome, AI is automating engaging conversations at scale.  

Read more: Chatbot market to reach $1.25bn by 2025

“Our early access to the new intelligent bots capabilities is exciting as it has equipped us with a conversational channel that is more human (less business process) with our customers,” said Ryan Klose, general manager, technology and innovations at National Pharmacies.

Applying a combination of machine learning cognitive and knowledge services, deep learning and natural language understanding (NLU) technologies to comprehend and determine intent of end-user conversations, enterprise organizations will be better placed to feed the conversational beast.

“We are actively developing a ‘channel agnostic’ technology architecture that allows us to build once and quickly apply the new capability across multiple channels,” said Michael Menendez, vice president, IT, BGE and Exelon Utilities.

“Not only does this allow us to deliver solutions for emerging channels quickly, it also ensures that our customers have a consistent experience however they choose to interact with us.”

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