Blog | Consumer Goods and Retail, Conversational AI, Customer Service, HR and Administration, Hyperautomation, RPA

SPOTLIGHT ON CONVERSATIONAL AI

Apr 11, 2022 | 2 min read

Author

Markus Benedikt

SPOTLIGHT: Conversational AI and Machine Learning Practice Lead Markus Benedikt is responsible for Roboyo’s Conversational AI offering. Here he shares his experience and shines a light on the limitless possibilities for our customers.

What is your role at Roboyo?

I have been helping companies with their digital automation for 15 years – mid-sized companies as well as large corporations. In the process, my team has worked with a variety of technologies: SAP, Java and most recently Robotic Process Automation (RPA) and Artificial Intelligence.

At Roboyo, I am responsible for one of our most exciting technologies – Conversational AI.

What is special about Roboyo?

Roboyo is the world’s largest specialist in Intelligent Automation solutions with locations across 18 cities, 12 countries and 3 continents.

Our consulting portfolio goes far beyond RPA and includes technologies such as Intelligent Document Processing (IDP), Process Mining, Machine Learning and as a newer and strategically extremely important focus Conversational AI.

How can Conversational AI help Roboyo’s customers?

We have been working for many of the DAX 40 and Fortune 500 companies for many years, helping to automate their processes.

Conversational AI now brings numerous new application possibilities for our customers. Especially in areas where little automation has been done so far – customer service, HR, sales for example. Conversational AI, be it via text or voice interaction, perfectly complements our RPA service offering.

We’ve recently sealed a partnership with leading Conversational AI provider Cognigy. How will this partnership benefit Roboyo’s customers?

There is a race for the smartest automation in many business areas and Roboyo and Cognigy offer the best platform and services for achieving this. We both offer first-class AI solutions that not only are globally successful but have been positively highlighted by analysts.

Our partnership means we can recommend a Next Level Conversational AI platform to our customers that covers all requirements for virtual assistants, is secure, easy to deploy, and scalable.

What do you think is the main reason why some companies still don’t use smart bots as a key technology?

I think for many companies this technology is still abstract and difficult to grasp. With RPA, the input, output, and function of the technology are clear and structured. Conversational AI automates the unstructured world and that has to be understood first.

Some people are not aware of how powerful modern Conversational AI systems already are today and the potential they offer. Often, failed pilot projects with rudimentary FAQ bots are the reason for a certain reluctance to launch new initiatives.

How do you see Conversational AI evolving in the next three years?

In my view, Conversational AI will rapidly gain in importance in the coming years. The reasons for this are the great need for digitization solutions on the one hand and the rapid technological progress of Conversational AI on the other.

Companies that rely on the right technology now to support their processes will have a clear advantage in the future.

If you would like to know how Roboyo can elevate customer satisfaction and loyalty with AI-powered interactions, our experts can help take your enterprise to the Next Level. Now