Real-Time IT Services in the Palm of Your Hand

I am so clever that sometimes I don’t understand a single word of what I am saying

  • Oscar Wilde

In just a few days, I get to stand in front of a crowd of Avaya Engage attendees ready to learn all about artificial intelligence and natural language processing.   While I am presenting several other sessions at this year’s Engage, I will admit that this one excites me the most.  I only get an hour to babble on, but in that time I hope to instill the same passion I have about bot building into my audience.  Despite the fact that most will have come from a traditional telephony background, I am certain that they are eager for the next big thing in communications.

To help prepare for my session, I wrote a number of bots that not only demonstrate the power of artificial intelligence, but the ease at which it can be applied to solve interesting and challenging problems.

My favorite of the bunch is a bot that provides an automated IT help desk.  Rather than sending emails to your IT department, imagine conversing real-time with an artificial intelligence bot that can solve most of your day-to-day IT issues.  It also knows when it is over its head and needs to bring a human agent into the conversation.


Here is another video that shows how Digital Services can suggest videos to help its users solve problems.

If you are at Engage and wish to see a live demo of my latest creation or simply want to talk about bots, you will find me at one of my many sessions or wandering around the tradeshow looking for the best giveaways.


  1. This is really cool – thank you for sharing!

  2. Victor Tello · · Reply

    Hi Andrew, please record your AI session in ENGAGE 2020 (at least one session) for all the people and followers that we will not be in person this time.

    1. All Engage sessions will be recorded by the IAUG, but I expect that you have to be an IAUG member to see them. Check out after the conference. I am sure it will say how to access the videos.

  3. Reblogged this on Julian Frank's Blog and commented:
    Demo showing Avaya Engage Rocking with Google CCAI!

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