Speaker: Johan Jacobs
Location: Westin Kierland - Kierland Ballroom 4
Session Type: Power Breakfast

The use of humanoid interfaces or chatbots or avatars or virtual assistants (VA) are increasingly being deployed to assist organizations in self service processes but can these VA's take complete control of a channel to provide a human feel to the service offering without a human presence. Recent awards of the Loebner prize says this is possible and some organizations are already using VA's in self service channels so maybe the future is here already. We will explore what is possible in using Virtual Assistants for exploiting self service and look at the replacement of the human in the self service value chain.