Unlocking No-Code AI: A Deep Dive into Conversational Bots with Stefano Somenzi at Athics
Artificial Intelligence and Chatbots
No-code AI solutions are enabling more businesses to embark on their AI journeys than ever before. Athics, through its Crafter.ai platform for deploying conversational bots, is particularly knowledgeable on this subject. We spoke with Stefano Somenzi, CTO at Athics, to gather insights on no-code AI and the evolution of virtual agents.
The Role of No-Code AI
AI News: Do you believe that “no-code” will assist more businesses in starting their AI journeys?
Stefano Somenzi: The key benefit of “no code” lies not only in the reduced effort for businesses but also in redefining the role of the user constructing the AI solution. In our context, it pertains to a conversational AI agent. “No code” allows the process owner to create the AI solution directly, as they best understand its requirements and desired outcomes. In scenarios where coding is necessary, the process owner must communicate their needs in a manner comprehensible to a data scientist, which can lead to significant delays and misunderstandings that hinder IT projects. Thus, “no code” will play a vital role in facilitating companies’ entry into AI.
Enhancing Customer Experience with AI
AI News: According to research from PwC, 71 percent of US consumers would rather engage with a human than a chatbot or other automated processes. How can businesses trust that bots built through your Crafter.ai platform will enhance customer experience instead of detracting from it?
Stefano Somenzi: While even the most sophisticated conversational AI agents cannot substitute human interaction—especially when empathy is crucial—most consumer dissatisfaction stems from inefficiencies, errors, and slow responses. Advanced conversational AI agents can help mitigate these issues while delivering fast and efficient customer service.
Real-Time Feedback Mechanism
AI News: What form of real-time feedback is provided to your clients regarding their customers’ actions?
Stefano Somenzi: Our Crafter.ai platform emphasizes a hybrid environment that merges human and machine interactions to capitalize on the strengths of both. It features a module that facilitates conversation handovers between the bot and call center agents. Users with appropriate authorizations can access a dashboard during conversations to view key performance indicators for the bot. This insight extends to the handover phase, providing agents with real-time data on customer behavior, including visited pages and interaction with CTAs, alongside information from the company CRM.
Navigating Data Regulations
AI News: Given that Europe has some of the most stringent data regulations globally, do you think these regulations are overly strict, insufficient, or appropriate?
Stefano Somenzi: We believe that any organization aiming to build customer trust should strive to exceed basic regulatory requirements.
Clarifying AI Communication
AI News: As conversational AIs become more human-like, should it always be clear to users that they are interacting with a bot?
Stefano Somenzi: Absolutely, a bot must always disclose its non-human status. This clarity contributes to a better understanding of AI capabilities.
The Future of Athics
AI News: What lies ahead for Athics?
Stefano Somenzi: We have a comprehensive development roadmap for Crafter.ai, introducing new features approximately every three months. Our primary focus remains on advanced conversational AI agents, with ongoing efforts to enhance domain-specific capabilities for our bots. By collaborating with universities and international research centers, we aim to deliver innovative solutions to our clients.
At this year’s AI & Big Data Expo Europe, attendees can anticipate a wealth of insights from Athics. According to company spokesperson, conversational AI agents enable organizations to strike a balance between resource optimization and delivering exceptional customer experiences. While the advantages of adopting virtual agents are clear, successful integration across various conversational channels requires thorough assessment, planning, and execution to maximize their potential.
Visitors are encouraged to stop by booth number 280, where Athics will offer an overview of the benefits of implementing a conversational agent. They will explain how to select the right product and how to create a scalable conversational vision that aligns with organizational objectives.
Athics will be presenting their valuable insights at the AI & Big Data Expo Global on November 23-24, 2021. Make sure to visit booth number 280 for an enlightening experience.
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