This leading multicloud Kubernetes platform offers automated installation, upgrades and lifecycle management throughout the container stack on any cloud. Sopra Steria uses Red Hat OpenShift (link resides outside of ibm.com) technology to build and deploy applications for the company’s employees. Even if the solution is completely on premises, it can be accessed anywhere because it’s multicloud, both private and public,” adds Meyer. “Locating the solution on premises allows us to easily connect the dialogs with the client’s internal systems like billing, human resources and information management. The intelligent virtual assistant accelerator engine runs on IBM Cloud™ and can also run on premises at customer locations. So we added a translation engine to the system that translates inquiries into English to be processed by Watson Assistant and then translates the responses back into the user’s native language.” For example, tourism and police departments need us to support Chinese, Japanese, Russian, Korean, English and French to accommodate visitors. “Most of our users speak French and English, so the same dialog has to be available in both languages,” says Meyer. Sopra Steria also added an orchestrator and a front-end interface to manage dialogs, established connectivity to external systems and brought in save and restore features and machine translation. When potential clients see it for the first time, they get very excited because it’s so simple to use.” “We created a very intuitive graphical user interface, so once we set up the system and do some training, users can start creating dialogs immediately. “Our solution can be deployed much faster than Watson Assistant or any other AI chatbot or virtual assistant on the market,” comments Meyer. To accelerate deployment across a range of customer industries and environments, Sopra Steria enhanced the Watson Assistant technology. Watson Text to Speech technology works with the Watson Assistant solution by converting written text into natural-sounding audio in a variety of languages and tones. The Watson Language Translator solution helps to translate foreign languages, while the Watson Natural Language Understanding offering supports the extraction of complex information from the query. Watson Assistant technology is trusted by thousands of businesses because it knows when to provide an answer, when to ask for clarification and when to direct the question to a human agent. Most chatbots try to mimic human interactions, which can frustrate users when a misunderstanding arises. Sopra Steria chose Watson Assistant, IBM Watson Language Translator, IBM Watson Natural Language Understanding and IBM Watson Text to Speech solutions as the AI foundation for its intelligent virtual assistant accelerator engine. Watson Assistant was the most accurate and it also met the rest of our requirements.” “Then we tested the ability of the 15 solutions to correctly recognize and classify those sentences. “We created a training set of more than 2,000 sentences commonly used in chatbot inquiries,” notes Meyer. Security and the ability to manage complex dialogs were also key considerations.Īfter conducting a thorough evaluation of 15 AI virtual assistant solutions, Sopra Steria chose the Watson Assistant offering. Additional requirements included the ability to provide around-the-clock assistance, increase the productivity of customer support teams and reduce operating costs. Sopra Steria looked for an intelligent virtual assistant that could build conversational interfaces into any application, device or channel, and that could run on any cloud. “Our clients need an intelligent virtual assistant that can go beyond answering questions to actually solving customer issues.” “Actually, we wanted more than a chatbot,” explains Patrick Meyer, Technical Director, Artificial Intelligence Senior Architect and IBM Champion, Sopra Steria. Additionally, the company operates level 1 help desk support centers providing basic support and troubleshooting, and it views virtual assistance as the key to the future success of these centers. Today, Sopra Steria works with customers in a variety of industries who want to deploy chatbot solutions to automate responses to common inquiries. In 2015, Sopra Steria was the first IT service company in Europe to join the IBM Watson Ecosystem program, and the company frequently embeds AI in customer solutions. This includes integrating AI, blockchain, Internet of Things (IoT) and cloud to add intelligence to legacy systems and create more agile and adaptable business processes. As a leading digital transformation service provider, Sopra Steria is committed to making the best use of advanced technologies to resolve its customers’ most complex and critical business challenges.
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