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Symantec Debuts Virtual Agent 'Sami' for Online Support
Cybersecurity firm Symantec (News - Alert) Corporation has a new employee: an artificial intelligence called “Sami.” It should help users of company’s security products -- some 50 million customers – navigate a bit more freely (depending on your view of AI assistants, of course). Sami, which is being called a “virtual agent,” has been added to enhance the Symantec online support experience.
The footwork for the new AI-driven user experience was driven by digital consulting company Perficient (News - Alert), which specializes in business intelligence (among other things). Perficient’s agency, Perficient Digital, first created an intuitive experience for the Support.Symantec.com platform, the main entry point for online support, by prioritizing user-centric content and features while limiting the potential for customer disruption. Built using Adobe (News - Alert) Experience Manager (AEM), the platform features scalable customization components to help Symantec maintain consistency as the site and customer demand evolve.
Sami was designed to use machine learning, knowledge search functionality, and natural language processing to interact with customers in a natural way and make suggestions for resolutions. Built on Microsoft (News - Alert) Azure, Sami can direct customers to a solution, eliminating some of the need for customers to call a support center, log in, or answer a long list of questions, said the company.
According to Ed Hoffman (News - Alert), Perficient VP of digital experience solutions, there is a strong push today toward user-centered design as a way to build better ROI through intelligent self-service. It’s part of the coming “future of work” experience.
“Organizations that infuse AI into their user experience stand to meet the demands of their consumers while improving operational efficiencies,” said Hoffman in a statement. “Symantec is now equipped with a cutting-edge support experience that leverages AI to efficiently solve customer problems. This new system prioritizes hundreds of interactions away from live agents and enables those employees to focus their attention on more challenging strategic needs.”
To learn more about the Future of Work and how AI will drive the workplace forward into the twenty-first century, plan on attending the Future of Work Expo in Fort Lauderdale, Florida from February 12 to 14, 2020. For more information and to register, visit www.futureofworkexpo.com.
Edited by Maurice Nagle
