Page 9 - AeM_May_2020
P. 9
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