Conversational automation initiatives

Study on the impact of conversational automation

Nu Echo is an expert in intelligent conversational automation. We are currently conducting a vast study to learn more about the vision and the challenges that organizations face in adopting these new technologies (also known as “conversational AI”).

This is why we are asking for your opinion today. This survey focuses on the use by organizations of automated conversational solutions using artificial intelligence (AI).

It takes approximately 8 minutes to answer all of the questions. All data collected will remain anonymous.

We will publish the results of this survey so that you can access the entire set of data.

Thank you for your collaboration!

Question Title

* 1. What is your level of knowledge in the conversational automation field?

The purpose of conversational automation is to make use of artificial intelligence to automate some of the tasks usually done by a human (agent, advisor, employee, etc.) in a conversational context (vocal or written) with a human interlocutor. It can take two main forms:

Automation of the conversation, where one of the human interlocutors is replaced by a conversational robot for a part or all of the conversation. In that case, the conversation takes place between the robot and its human interlocutor, but it can be taken over by a human agent should there be a problem.

Agent assist, where a robot listens in on the conversation between a human agent and their client and assists the agent in their work, whether by suggesting answers to provide, questions to ask, actions to take or by authenticating the client with their voice print.

Expert knowledge

Good knowledge

A little knowledge

No knowledge at all

Question Title

* 2. Are you involved in customer service center?

Yes, as manager/director

Yes, as IT manager/technical support

Yes, as customer service specialist

Other (please specify).

Question Title

* 3. Where do you think conversational automation could have the greatest impact?
Choose a maximum of two answers

Sales of products and services

Customer service

Technical support

Internal functions (administration and human resources)

Question Title

* 4. Within your organization, do the following items represent an obstacle for the implementation of a conversational automation system?

	Not at all	Minor obstacle	Major obstacle	Don’t know
Selection of technologies or conversational platforms	Selection of technologies or conversational platforms Not at all	Selection of technologies or conversational platforms Minor obstacle	Selection of technologies or conversational platforms Major obstacle	Selection of technologies or conversational platforms Don’t know
Access to experts to implement systems and train personnel	Access to experts to implement systems and train personnel Not at all	Access to experts to implement systems and train personnel Minor obstacle	Access to experts to implement systems and train personnel Major obstacle	Access to experts to implement systems and train personnel Don’t know
Cost of the project	Cost of the project Not at all	Cost of the project Minor obstacle	Cost of the project Major obstacle	Cost of the project Don’t know
Return on investment	Return on investment Not at all	Return on investment Minor obstacle	Return on investment Major obstacle	Return on investment Don’t know
Technical issues	Technical issues Not at all	Technical issues Minor obstacle	Technical issues Major obstacle	Technical issues Don’t know
Resistance to change within the organization	Resistance to change within the organization Not at all	Resistance to change within the organization Minor obstacle	Resistance to change within the organization Major obstacle	Resistance to change within the organization Don’t know

Other (please specify if it is a minor obstacle or a major obstacle)

Question Title

* 5. Which conversational automation platforms are you currently considering?
Choose all that apply.

IBM Watson

Microsoft Luis

RASA

Nuance

Google Dialogflow

Amazon Lex

We do not consider any platform for the moment

Other (please specify).

Question Title

* 6. What would be your motivations to quickly start a conversational automation project?
Choose all that apply

Being ahead of the competition

Following trends

Encouraging conversational robot’s learning

Reducing operational costs (operational efficiency)

Improving customer service

Increasing incomes

Other (please specify).

Conversational automation initiatives

Study on the impact of conversational automation

Question Title

Question Title

* 2. Are you involved in customer service center?

Question Title

* 3. Where do you think conversational automation could have the greatest impact?Choose a maximum of two answers

Question Title

* 4. Within your organization, do the following items represent an obstacle for the implementation of a conversational automation system?

Question Title

* 5. Which conversational automation platforms are you currently considering?Choose all that apply.

Question Title

* 6. What would be your motivations to quickly start a conversational automation project?Choose all that apply

* 3. Where do you think conversational automation could have the greatest impact?
Choose a maximum of two answers

* 5. Which conversational automation platforms are you currently considering?
Choose all that apply.

* 6. What would be your motivations to quickly start a conversational automation project?
Choose all that apply