Aivo公司通过开发自动化软件解决方案，旨在改变公司和员工之间的沟通方式。该公司的第一个解决方案就是AgentBot（一个自动化的虚拟代理），可以在不同的数字渠道中智能地识别、解释和响应客户端的各类问题。Aivo是拉丁美洲虚拟代理领域的佼佼者，已经在10个国家设立了自己的办事处，其服务涵盖西班牙语、英语以及葡萄牙语等。

总部：阿根廷；

机器人类型：自动化虚拟客户服务代理；

Virtual assistants, also called chatbots or bots, have increasingly become a tool employed by companies to interact with their customers. The benefits are clear. By using Artificial Intelligence, a bot does not require full-time human resources. In turn, companies can automate a large part of their customer service, while helping customers in real time, night or day.

But it is also worth noting the problems that can occur when this technology is applied in less than optimal conditions. A company’s enthusiasm to innovate and save money can quickly turn to frustration and headache if the necessary precautions are not taken before launching a chatbot. Users are also excited when they start to chat with a bot, but when they do not receive expected answers or if the bot turns into spam, the fun evaporates.  In a matter of seconds users form a negative opinion about the company, leaving a permanent digital mark.

While virtual assistants’ potential is indisputable, they must be used carefully. This is especially true when companies consider adopting virtual assistants for customer service, the most bot-friendly segment. A chatbot must be useful and transactional, i.e. it must work correctly and be able to help the the user. At a minimum, the bot must be able to solve customers’ most frequently asked questions and provide real-time solutions. If it can’t do this, it is just a simple command bot—a bot that responds to a structured flow of limited questions and answers. The main difference between these command bots and a transactional bot is that command bots do not use Artificial Intelligence in customer service.

There are a set of characteristics that bots must have to understand customer intent. This requires an initial effort on the part of the company: the bot must be to equipped with knowledge, it must be trained to understand customers, and it must be integrated with the company’s web services or CRM. Only after this process is complete can you reap the benefits: improved customer satisfaction and experience, and increased sales and reduced costs for the company.

To nip problems in the bud, find out if a virtual assistant is truly intelligent. Ask the following questions before incorporating a chatbot:

1. Is this the technology that your company needs?
2. Is the chatbot provider a customer service specialist?
3. Does the provider have experience in your industry? Do they have clients in your industry?
4. Can you see live, effective cases?
5. Can you test a customized functional demo?
6. Does the virtual assistant have a memory state to hold long conversations and understand the context?
7. Can the virtual assistant learn from the user and evolve?
8. What resources and time are needed to implement it?
9. What analytical data can be extracted?
10. Can you integrate the bot with other third party solutions, systems and technologies?