|
An automated online assistant is a program that uses artificial intelligence to provide customer service or other assistance on a website. Such an assistant may basically consist of a dialog system, an avatar, as well an expert system to provide specific expertise to the user.〔''Providing Language Instructor with Artificial Intelligence Assistant''. By Krzysztof Pietroszek. International Journal of Emerging Technologies in Learning (iJET), Vol 2, No 4 (2007) () ()〕 Automated online assistants have the ability to provide customer service during 24 hours a day and 7 days a week, and may, at least, be a complement to customer service by humans.〔(Implementing an online help desk system based on conversational agent ) Authors: Alisa Kongthon, Chatchawal Sangkeettrakarn, Sarawoot Kongyoung and Choochart Haruechaiyasak. Published by ACM 2009 Article, Bibliometrics Data Bibliometrics. Published in: Proceeding, MEDES '09 Proceedings of the International Conference on Management of Emergent Digital EcoSystems, ACM New York, NY, USA. ISBN 978-1-60558-829-2, 〕 One report estimated that an automated online assistant produced a 30% decrease in the work-load for a human-provided call centre.〔(Aetna's new "virtual online assistant" ) By Anthony O'Donnell. Insurance & Technology. June 03, 2010〕 ==Usage== Large companies such as Lloyds Banking Group and Royal Bank of Scotland are now using automated online assistants instead of call centres with humans to provide a first point of contact. Also, IKEA has an automated online assistant in their help center.〔''The Effect of Viewer Perceptions of Avatar Anthropomorphism and Realism on Judgments of Credibility and Homophily, and Avatar Choice.'' By Kristine L. Nowak, Mark A. Hamilton, Chelsea C. Hammond. Published in: Proceedings of the 11th Annual International Workshop on Presence, Padova, 16–18 October 2008. ISBN 978-88-6129-287-1 ()〕 Automated online assistants can also be implemented via Twitter, or Windows Live Messenger, such as, for example, Robocoke for Coca Cola Hungary. This automated online assistant provides users with information about the brand Coca Cola, but he can also give users party and concert recommendations all over Hungary.〔 (RoboCoke on chatbots.org )〕 Popular online portals like eBay and PayPal are also using multilingual virtual agents to offer online support to their customers. In the travel sector, some new generation airlines like Vueling Airlines〔http://www.marketingdirecto.com/actualidad/bases-de-datos-y-crm/vueling-mejora-su-atencion-al-cliente-a-la-vez-que-reduce-costes-gracias-a-anboto/ November 2011〕〔(【引用サイトリンク】title=Vueling incorpora el Chat Inteligente de Anboto )〕〔(【引用サイトリンク】title=Vueling incorpora un agente virtual para atender a sus clientes )〕 are also using virtual agents to offer online sales and customer support. In this case, the virtual assistant was developed by Anboto Group and the agent is handling 200.000 conversations per month in English and Spanish. (National Rail Enquiries' ) ''Ask Lisa'', developed by (Creative Virtual ) and their partners (The Virtual Zone ) answers over 9,000 questions per day about passenger rail services. Creative Virtual also created the automated online assistants for Lloyds Banking Group and Verizon, who has seen a call deflection of up to 40% as a result of the implementation of ''Ask Verizon ''partnering with (AlterEgos ). Such is the growing demand for more complex and powerful online virtual agents, UK-based (AI Applied ) are working as the first independent worldwide consultants helping businesses get the best out of the technology. The U.S. Department of Defense utilizes a software assistant they call ''"Sgt. Star"'' on U.S. Army run Web sites and Web applications for site navigation, recruitment and propaganda purposes. Sgt. Star is run by the Army Marketing and Research Group, a division operated directly from The Pentagon. Sgt. Star is based upon the ''ActiveSentry'' technology developed by Next IT, a Washington-based information technology services company. Other such bots in the Sgt. Star "family" are utilized by the Federal Bureau of Investigation and the Central Intelligence Agency for intelligence gathering purposes. 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Automated online assistant」の詳細全文を読む スポンサード リンク
|