The chatbot could be your new concierge for enterprise mobility

By: Gerald Longoria


Chatbot technology has evolved significantly over the last 20 years, from the early implementations of the ’90s, to PC games and early bulletin boards and finally to the sophisticated artificial intelligence (AI) and cognitive platforms that are on the rise today.

In enterprise mobility, employees and end users are now becoming more adapted to engaging with such computing platforms. This shift in behavior could be attributed to the pervasiveness of social media and the incredible adoption of smartphones and tablets within the last 10 years. This proliferation of mobile devices is especially evident with millennial users, who have voraciously adopted text messaging as their chosen method for communication.

The opportunity to leverage mobile technology within the enterprise seems almost limitless as more and more use cases emerge, including IBM and ServiceNow’s partnership to empower users to take advantage of cognitive systems.

Chatbots represent a rising trend in enterprise mobility: Many employees are already active in messaging platforms and feel comfortable with this method of communication.

Empowering cognitive systems for enterprise mobility

Chatbots also fit well with natural-language learning systems and cognitive capabilities, CIO points out. A computing platform’s ability to understand data, make correlations and, more importantly, understand and interact through natural language is critical within an organization. And considering how complex and nuanced language is, this task is no small feat.

By leveraging the immense computing power of cognitive systems, enterprises can leverage computing systems to drive faster insights, make better decisions and reach greater outcomes, relying on AI to sift through the mountains of data now available on any topic.

Additionally, voice platforms — similar to Siri for the consumer market — are emerging in the enterprise as a popular engagement model for customer support. These systems enable direct interaction with chatbots to provide help and find solutions, with a conversation that feels natural and fluid. This type of voice platform could have vital implications for employee productivity and IT support.

Innovative IT leaders are looking to embrace chatbots as a way to make the IT support experience more consumer-minded and immediate by enabling a multichannel experience that’s consistent across different devices.

So the next time you fire up a chat session, keep in mind that your chatbot is smart enough to serve as a concierge for your work and personal life. Welcome to the new era of cognitive computing.


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About The Author

Gerald Longoria

GTS Mobility Services, Portfolio and Strategy Leader, IBM

Gerald Longoria is the IBM Global Executive Sales Leader for GTS Workplace Mobility Services, a multibillion dollar managed outsource business providing leading technologies in workplace services and support. In this role, Gerald is driving the cognitive era, bringing IBM's Watson technology to the ITSM space to deliver a superior and personalized end-user experience.