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RESEARCH

        •  Aisera, a Palo Alto–based AI solutions company, is   example, Verily, in partnership with Google Cloud,   ANALYSIS
          providing  its  24  x  7  AI-  powered  virtual  assistant   has launched the Pathfinder virtual agent template   TRENDS
          free  for  60  days  to  help  healthcare  organizations,   for  health  systems  and  hospitals.  It  enables
          agencies, and businesses provide customer service    organizations  to  create  chat  or  voice  bots  that
          during  the  global  pandemic.  The  Aisera  Virtual   answer questions about COVID-19 symptoms and
          Assistant  aims  to  help  hospitals  and  government   provide  the  latest  guidance  from  public  health
          agencies  deliver  COVID-19-related  responses  to   authorities like the Centers for Disease Control and
          the  high  volume  of  questions,  concerns,  and    Prevention  (CDC)  and  World  Health  Organization
          inquiries caused by this pandemic.                   (WHO).  Designed  to  help  government  agencies,
                                                               healthcare  and  public  health  organizations,  non-
        •  Artificial  Solutions,  a  specialist  in  enterprise-  profits, and businesses in other industries impacted
          strength  conversational  AI,  introduced  Tiva,  a   by  COVID-19,  such  as  travel,  financial  services,
          business-focused   artificially   intelligent   virtual   and retail.
          assistant  that  allows  public  and  private  sector
          organizations  to  remain  productive  and  rapidly   •  IBM  is  offering  a  Watson-based  virtual  agent
          deploy automated HR and IT support to employees      dubbed  "Watson  Assistant  for  Citizens"  to help
          currently working remotely.                          governments  and  organizations  deal  with  an
                                                               overwhelming number of calls from constituents on
        •  AWS is enabling an  Alexa-powered  chatbot that     COVID-19 questions. The  digital assistant offering
          healthcare  organizations  can  embed  their  clinical   brings together Watson Assistant, natural language
          protocols into and help triage individuals calling in   processing  capabilities  from  IBM  Research,  and
          about  COVID-19.  These  protocols  often  include   state-of-art  enterprise  AI  search  capabilities  from
          frameworks  on  assessing  the  likelihood  for  an   IBM  Watson  Discovery,  to  accurately  understand
          individual to have a condition and paths to escalate   and  respond  to  common  questions  about  COVID-
          for further attention. The clinical triage protocols are   19  digitally  or  via  phone  (voice).  Clients  can  also
          wrapped  with  core  components  of  the  chatbot    work  with  IBM  to  customize  the  solution  to  tailor
          utilizing  Amazon  Lex,  a  service  for  building   services for citizen's specific needs.
          conversational interfaces into any application using
          voice  and  text,  to  understand  user  requests  and   •  Inference Solutions, a global provider of intelligent
          provide  the  information.  The  chatbot  could  be   virtual agents (IVAs), launched an FAQ on-demand
          deployed  together alongside Amazon Connect, an      offering,  which  includes  a  free  team  of  IVAs  that
          easy-  to-use  omni-channel  cloud  contact  center   can  be  rapidly  deployed  to  keep  customers  and
          that  provides  users  with  seamless,  consistent   employees  informed  as  the  COVID-19  crisis
          experiences across voice and chat, or the chatbot    evolves.  For  a  limited  time,  service  providers,
          can  be  integrated  within  your  own  web  or  mobile   businesses,   healthcare   organizations,   and
          environment. By utilizing an AWS-powered chatbot,    government agencies can license five voice-based
          healthcare organizations can educate, engage, and    virtual  agents  that  have  the  skills  to  answer
          empower  their  communities  to  take  ownership  of   frequently   asked   questions   using   speech
          their health. These chatbots also benefit patients by   recognition,  text  to  speech,  and  natural  language
          allowing  them  to  triage  themselves  in  the  comfort   understanding.  An  organization  can  create  a
          and safety of their own home via a short call with   spreadsheet  of  FAQs  that  address  common
          their healthcare provider.                           inquiries,  including  service,  operational,  or  policy
                                                               changes;  help  desk  applications;  or  community
                                                               health  and  safety  updates.  This  spreadsheet  can
        •  Google  Cloud is helping organizations respond to
          their customers' questions related to COVID-19 and   be  uploaded  to  Inference's  code-free  IVA
          their  business  with  Contact  Center  AI  that  can   development  platform,  Inference  Studio.  Then  the
          provide  a  first  line  of  response  through  24  x  7   Inference professional services team will configure
          conversational self-service support via chat or over   the  FAQ  application,  set  up  Google  Dialogflow
          the phone. As speed is of essence, it has launched   agents,  program  natural  language  intents,  and
          the Rapid Response Virtual Agent program. It has     deploy  the  service.  The  application  can  be  easily
          also made it easier to add COVID-19 content to an    updated  as  new  information  or  services  become
          organization's  virtual  agent  with  the  ability  to   available.
          integrate open source templates from organizations
          that  have  already  launched  similar  initiatives.  For



       9                                              May 2020: Natural language processing & conversational analytics: data quality beyond reproach
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