2022 Trends in Intelligent Bots: Knowledge Worker Empowerment Posted on : Jan 03 - 2022

Whether in the form of Robotic Process Automation, chatbots, or some other type of digital assistants, the presence of intelligent bots is substantially increasing across the data ecosystem … in more ways than one.

The diversification of the number of tasks these bots can perform is multiplying, as is the intrinsic complexity of those jobs, which unambiguously benefits knowledge workers worldwide.

Whether dynamically engaging in natural language interactions with contact center agents, for example, or issuing and answering queries from a certified knowledge base, intelligent bots are integral for not only automating these data exchanges, but also implementing the ensuing action required to complete workflows.

“Over the next one to two years we’ll see tens of thousands more knowledge workers deploy digital assistants to reduce complexity, achieve error-free work, help their customers by drastically reducing their ‘on-hold’ times and, most importantly, eliminate the frustration that arises from performing repetitive, manual tasks,” presaged Automation Anywhere CTO Prince Kohli.

These capabilities, of course, are naturally augmented by coupling intelligent bots with the sundry of Artificial Intelligence manifestations that are more pervasive today than they ever were before. What will likely change in 2022, however, is the variety of AI that’s invoked, which is subtly shifting from pure connectionist approaches involving machine learning to a return to AI’s classical roots in symbolic reasoning.

“The real story here is sure, there have been some amazing advances in machine learning with respect to Natural Language Processing, and the results of things like GPT-3 are super impressive,” acknowledged Franz Knowledge Engineer Richard Wallace. “But there’s still a need for the old fashioned symbolic AI Natural Language Processing using rules and hand-crafting those rules, especially when you need to provide contractual or legal guarantees about what the results will be.”

Conversational Bots

With the proliferation of digital assistants such as Siri or Alexa in personal and professional realms of life, many knowledge workers consider chatbots a mere template-based, passé version of what bots are capable of achieving. However, the use cases for these linguistically savvy bots are burgeoning to include internal and external applications. According to Kohli, “Today, many knowledge workers face increased complexity due to the number of applications and devices they must access every day to perform their work. An example, though not the only one, is customer service agents or contact center employees.”

Additionally, the redoubled worth of contemporary chatbots is also attributed to the mammoth expansion of the templates they’re based on which, when involving linguistic reduction rules, is limitless. Reduction rules are a canny way of expressing the most convoluted sentence in a basic form that bots can understand—without exhaustive taxonomies. View more