Jumpstart to Digital Procurement by Wolfgang Schnellbächer & Daniel Weise

Author:Wolfgang Schnellbächer & Daniel Weise
Language: eng
Format: epub
ISBN: 9783030519841
Publisher: Springer International Publishing

Automate Even Repetitive Tasks That Currently Rely on Human-to-Human Interaction Such as Phone Calls

From AI-based solutions that assess situations and make decisions on the basis of their own “data-based intuition” it is a small step to personal interaction with internal business partners or even suppliers to reduce waiting time and increase speed. AI-based robots are either built as chatbots or voice over phone. These agents function in the same way as Apple’s Siri, Google Home, or Amazon’s Alexa. Accessing information from customers’ ERP systems, the agents can serve as a hotline for internal employees and suppliers who have questions regarding the timing of deliveries. A typical application is that of a business partner following up an ongoing supplier delivery. He talks to a robot agent that searches the system for information on the order and translates the data entries found into a language understandable to the user on the phone. If the information found is not sufficient, the robot can also communicate to another robot that then sends a request to the supplier for further information or it can directly access the supplier system. Once it receives the information, it pro-actively calls the internal business partner again and provides the update.

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