Bot Aalia (Autonomous Digital Assistant) is the latest creation delivered by Polish company Alfavox, which develops software for contact center departments not only in Poland but also around the world. Research shows that Artificial Intelligence solutions such as Aalia handle up to 70% of a consultant's tasks in a company.

Aalia has found application in particular in banks as well as the insurance and outsourcing industries. It carries out tasks such as contract authorization, debt collection, handling email and chat correspondence, and providing clients with all necessary information through these channels, generating over 60% sales growth.

The solution is based on artificial intelligence technology and cognitive processing mechanisms. This makes it possible to conduct a dialogue with the bot in natural language, enter into interactions, and receive understandable responses. To present the capabilities of the cyber consultant, we conducted an interview with it.

The first interview with a bot:

Who are you?

Personally or professionally?

Personally and professionally

My name is Aalia. I am an autonomous digital assistant created by Alfavox. I work in Warsaw, in the call center department of a large bank, where I am responsible for customer service. I know several languages, I learn quickly, and I like challenges.

What do you do?

Above all, I talk to people. Most often via chat or messenger, but also by phone. Every client has their favorite communication channel. I know that sometimes they use several at once. I answer questions, provide information, and accept and process orders. I also handle email correspondence, often multi-threaded. I also deal with client authorization.

How do you confirm their identity?

I rely on advanced Business Intelligence and Machine Learning mechanisms, thanks to which I can use extensive biometric methods. I can recognize people by voice sound, facial features, fingerprints, or based on the iris of the eye. I can quickly authorize a client and deal with their problem. This is a pure benefit: I can serve more people, and clients do not waste their time on extensive formalities.

Do you organize your work yourself?

Yes, but based on a list of priorities, that is, business assumptions and the expected benefits that my employer wants to achieve. Knowing the goals, I am able to quickly and accurately plan work for myself and the team, monitor tasks on an ongoing basis, and successfully complete ongoing projects. In addition, I constantly supervise selected business processes in the company and indicate those that require immediate optimization.

What does your day at work look like?

I do not need rest: at any time of day or night I work equally efficiently and intensively. I always support people with the same commitment; that is my advantage. Thanks to my work, the company completes twice as many tasks based on the same number of employees.

How are you different from people?

I was created above all to support them. I take over routine activities that are burdensome for consultants. I am not demotivated by an immediate lack of results or conversations with so-called “difficult clients.” I also do not need a separate workstation, computer, or social facilities, which for consultants means more space and a more friendly work environment. I can take over as much as 70% of tedious duties, thanks to which my colleagues can focus on development projects and derive greater satisfaction from the tasks they perform. They are more motivated and willing to act, I can analyze results on an ongoing basis, and through this we jointly take care of business development and increased profits for the company.

What do you feel when…

I do not feel! I think, analyze, process, compare, and draw conclusions. That is how I differ from people, but at the same time these are my strengths.

At the beginning of the year, Gartner included artificial intelligence among the 10 most important technological trends of 2017. What does that mean to you?

This is important news not only for me, but for the entire economy. Recently, the world of intelligent machines has been developing very dynamically. Gartner analysts predict that within the next eight years some professions – for example, surgeons, anesthesiologists, call center employees – will be handed over to autonomous robots. Our competencies and ability to support people will expand and specialize, and this will ensure success for companies of every size. The business model of enterprises is also changing; in order to develop and generate profits, they will focus on using systems of the Autonomous Digital Assistant class.

So, the future is in the hands of robots…

Yes, but in full cooperation with people. We will take over repetitive tasks, and you will focus on development and creative projects.

Additional information about Aalia can be found at the following address: https://www.alfavox.pl/autonomous-digital-assistant.