How CIOs Choose Virtual Wireless Assistants

By Telecom Tech Outlook | Friday, September 13, 2019

Virtual Assistants have a huge potential in transforming business processes, like cutting down costs, training employees etc. However, it brings some challenges, along with its benefits. Will the CIOs able to overcome it?

FREMONT, CA: A virtual wireless assistant is basically an engineered entity embedded in software that communicates with humans in the natural human language. This technology embodies components of communicative voice response, and other advanced artificial intelligence (AI) projects to offer skillful "virtual identities" that interact with users.

The list of modern and popular virtual assistants (VA) include Apple's Siri and Microsoft's Cortana among many others. These VAs are offered with the organization's devices and mobile platforms. Besides, Nuance, a natural language company, also adopted VA technology with the assistant named Nina, which is being used as a customer service solution.

The primary purpose of a virtual wireless assistant is to answer all the queries of the users. This can occur in a business environment or on the company's website, with the help of a chat interface. The VA gets activated on listening to its name like "Hey Siri" where the voice responds by saying "What can I do for you?"

The organizations are still exploring how to enhance its utilities further. However, there are some challenges that today's CIOs might face before introducing Virtual Wireless Assistant to their companies. Following are some of the challenges and ways to overcome them.

1. Choosing the Assistant: The CIOs must choose the company's VA in the same way they employ a human agent. All the assistants and bots are not similar. The sophisticated bots are designed using machine learning along with other advanced features of AI, while the simpler bots run on simple rules. These two kinds of bots differ in the degrees of predictability, adaptability, and responsiveness. The basic bots respond to set commands. 

The more advanced chatbots learn from every interaction, identify preferences, and recommend products and services based on past requests. 

It depends on CIOs and what type of bots they think will work for the enterprise. For instance, if an enterprise wants its VA to perform particular straightforward tasks, then the simpler version might be more suitable for it.

2. Overcoming Resistance

There is a widespread thought that VA can pose threats to jobs as all the tasks of the company will be automated, and there will be no jobs for the humans.

However, the AI-powered VAs aim at relieving employees of drudge and repetitive work and enabling them to think more freely and be more creative. From the budgetary point of view, the VA is cost-effective. It enhances the productivity of the organization by boosting the efficiency of employees and efficient distribution of labor. 

The CIOs should encourage this idea rather than following the myths against the VAs.

3. Learning through VA: VAs are able to provide information and training at the time of urgency. However, it is not just about installing a VA and turning it on. The organization will need its L&D team for its planning by offering training content in a layout that the VA can access more easily. It is vital for an organization to consider the microlearning opportunities, chunk the content, and make the resources of the company open to search and investigation through VAs.

The reusing and repurposing of the content in an intelligent way can benefit the organization and can make training more informative, thus having a greater significant impact. There is a need for intervention from L&D at the right time and the right place.

4. Handling Data and Privacy: One of the most significant benefits of VA is its capability to record and process the data quickly and in a more efficient way. 

Privacy and data protection is a big question mark when it comes to VAs. It is mandatory to include VAs in the company's data auditing and security measures according to new EU legislation's GDPR.

5. Securing the Real Benefits: It is very easy to assume the privileges of introducing VA into the company to enhance its level of productivity and performance while saving costs. However, it is essential to understand that though introducing VA is not technically difficult, but integrating it with the enterprise's procedures and practices require effort.

Before the deployment of VA, organizations need to build credible and robust use cases which are able to detect and justify the organization's uses and privileges of VA. The organizations should know the factors like their stakeholders, the people owning their project before deploying AI assistant.

No doubt, the deployment of VA will bring ample opportunities for the CIOs to thrive in the business world. However, with well-informed use cases and careful planning, CIOs can overcome these challenges and reap its benefits.