Avaya Ava

Avaya Ava is the architecture on the basis of AI including technologies of natural language interaction, machine learning and analytics provides simplicity of customer interaction through social networks and messaging platforms.

2018

the Announcement of the first-ever social network for chat-bots

On October 8, 2018 Avaya Holdings announced as the company claims, the first-ever social platform for chat-bots. The producer sees in this product big jump regarding automatic customer service. New service will become a part of Avaya Ava — cloud solution AI which helps to interact with clients through social networks, chats and messengers.

The service uses the principles of traditional social networks for providing the structured platform for bots. The last, using a new solution, will be able safely and controlled to interact among themselves for expansion of the user opportunities and increase in efficiency of each chat-bot separately.

Avaya provided the first-ever social network for chat-bots

In 2018 Avaya conducted global survey in which 8 thousand consumers participated. 80% of respondents reported that at the appeal to banks, hospitals, hotels and public institutions they would like to receive immediate response. These results emphasize the need for efficient service which would be in permanent readiness to react to requests of clients.

Thanks to automation of the company can overcome the restrictions on human resources and satisfy similar customer expectations, giving continuous, intuitive and intellectual opportunities in all common ground — the senior vice president for Avaya innovations Laurent Filonenko says. — Bots quickly become one of the most powerful tools of a positive impact on customer service, conceding unless to personal contact.

The platform announced by Avaya will allow any company to register the chat-bot allocated with a unique social profile and "make friends" it with other chat-bots used in other areas and the industries.

Besides, chat-bots will be able to estimate each other and to store confidential indicators on the basis of types of the acquired information and responses from clients. As a result virtual interlocutors will be constantly improved, increasing quality and speed of work with the acting and potential customers.

The Avaya platform provides two scenarios of interaction of clients with chat-bots in real time: or the main robot contacts another from client name and transfers the received answer, or the main bot connects the client with the preferable digital assistant in the conference communication mode.^[1]

Announcement of Avaya Ava

The Avaya company announced on February 20, 2018 Avaya Ava — the architecture on the basis of AI including technologies of natural language interaction, machine learning and analytics the providing simplicity of customer interaction through social networks and messaging platforms.

In the whole Avaya Ava represents the cloud solution which is not depending on the platform messenger which offers AI opportunities for integration into services of message exchange and automation of digital interaction. Avaya Ava was implemented on the portal of online support Avaya for the help to clients and partners in information searches in products and permission of questions without participation of staff of the company. The solution added possibilities of a product line of Avaya for customer interaction and became the tool for upgrade of infrastructure of any contact center using AI.

Avaya Ava interacts with clients by means of social networks and messengers, not only providing them instant support in a self-service form, but also, if necessary, redirecting their addresses to operators. In the latter case Ava broadcasts all previous context of interaction, preventing need of repetition of information and already performed operations.

Possibilities of AI on natural recognition of different languages and also the analysis of a context and tonality of messages allow Ava to increase performance and to optimize customer interaction.

As of February 20, 2018, Ava supports 34 languages and is integrated into such platforms as: Facebook, Twitter, WeChat, LINE, etc. (the list of supported platforms constantly is replenished). Open API allows to integrate solutions in the field of AI of any developer within the Avaya A.I program. Connect.

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