Access AI & the Virtual Roundtable


Last week, the first ever issue of Access AI’s AI Magazine was released. Access AI’s goal is to deliver content that moves the artificial intelligence (AI) conversation forward and addresses pressing business questions like: ‘howdo I implement this technology?’ ‘What impacts could it have?’ ‘How do I retrain my staff?’

In this issue, they’ve turned their focus to intelligent assistants and how they can be a gamechanger for customer service. Access AI’s editors dug deep into intelligent assistants and chatbots (often used interchangeably), to learn how the industry experts view these two topics. Within the magazine is an array of Q&As, expert roundtables, and interviews. Aspect’s very own, Tobias Goebel, Director of Emerging Technologies, was featured in AI Magazine’s Intelligent Assistant Roundtable along with other thought leaders including Andy Peart, Chief Marketing and Strategy Officer of Artificial Solutions and Rand Handi, Founder and CEO of Snips.

To give a quick preview of Access AI and the content that can be expected, we’ve included an excerpt of Tobias’ portion from the in-depth virtual roundtable:


Tobias Access AITell us about scaling your chatbot- what has been the volume and complexity of interaction achieved? If you haven’t scaled the chatbot, why not and what are you plans for doing so?

As a vendor in the space of voice and messaging bots for many years, we have built many different bot applications that scale from a few hundred or thousand users at a hotel chain, to millions of users at large utilities or service providers around the globe. Scale is a function of user base, but also of marketing. We believe in soft rollouts to improve early behavior quickly to be ready for prime time soon.

What is your approach to omni-channel bot development?

Our platform, Aspect CXP, is powered by a design once, deploy anywhere framework that has been in use for over 10 years. Enterprises can build a self- service workflow once, that gets brought to life in the form of “conversations,” or “dialogs,” and deploy it on any channel that can be a conduit for a dialog and has an API. Today that includes the likes of voice IVR, SMS, Facebook Messenger, Twitter, and web chat.

What is next for AI-driven bots?

We believe that building great chatbots is even more a function of good design than good technology. If you have a software engineer design a human-machine interface you get a functional and very logical bot—but probably not one that works well for us flawed humans and our ambiguous use of human language. We see an emerging interest in liberal arts and humanities majors like writes, actors, psychologists, linguists, that bring creative talent to the table. It is time to move from STEM to STEAM and add the arts to the equation.

For full access to the roundtable and to read the rest of Access AI’s first magazine, click here.

For more information on how Aspect Software can help you with your AI needs, click here.