AI Virtual Assistants – Seatbelt fastened for virtual assistants take off.
Gartner data do not leave any doubt about it: by 2025, 50% of employees will interact with virtual assistants on a daily basis (compared to 2% in 2019)
We are all familiar with virtual personal assistants (VPA) as Siri, Alexa, Cortana and Google now, but we are about to witness a further evolutionary step, which Gartner represents with a formula: “VxA”.
In practice, any work or activity can be substituted for the “X” to obtain the acronym of the respective field of application of the virtual agents.
For example, in medical industry we are already seeing VMBA – virtual medical billing assistants, VRA -virtual radiology assistant or VMTA – virtual medical testing assistants.
Wherever you can imagine a vocal or textual interaction, a VA may be implemented: e-commerce, operations, customer care, finance, education, marketing, sales, corporate communication, HR…
AI VIRTUAL ASSISTANTS: DON’T CALL THEM CHATBOTS
AI Virtual Assistants – Conversational UI have been on the market for some years by now, but their use is still limited, because of organizations’ approach to innovation and because of unprofitable past experiences.
This is partly due to technology features: rule-based bots force users in unidirectional conversation flows and cannot manage context properly, while machine learning based virtual assistants show high levels of understanding and performance; furthermore many organizations are not properly committed to experimenting this tecnology.
A decisive turnaround is expected in the coming years.
We have already talked about the Gartner Sophistication Continuum, that represents the evolutionary trend from “first generation” chatbots to the most advanced virtual assistants:
The future is a further specialization of bots on specific knowledge domains.
virtual agents to support people
To the detriment of those who see AI as a threat to people, virtual agents represent a technology that definitely supports human work, further increasing overall productivity.
The business model for virtual agents is infact incremental and what will happen in the next years will definitely confirm Gartner expectations.
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