Alcatel-Lucent Enterprise unveils new AI chatbot ALIE

Alcatel-Lucent Enterprise has launched a generative AI chatbot named ALIE, designed to enhance efficiency for its channel partners and employees.

The ALIE chatbot, powered by the company's proprietary generative AI engine called PythiALE, responds to various inquiries with a human-like interaction and is intended to support businesses across multiple domains. The introduction of this tool has led to a significant 50% reduction in the volume of calls to support agents, indicating successful issue resolution by the channel partners through the chatbot.

The AI technology has been integrated into Alcatel-Lucent Enterprise's cloud-based communications platform, RainbowTM, allowing users easy access. It provides continuous assistance around the clock, helping users track product orders, answer technical questions, and access inventory information, among other functions. Additionally, ALIE facilitates the creation, updating, and management of support tickets, sending notifications when inquiries progress and prompting human intervention when necessary.

The chatbot offers a conversational interface that delivers personalised responses in the language of the user, employing its multilingual document search and translation capabilities. The tool is also designed to handle errors like typos or synonyms, maintaining a contextual and natural conversation with users.

ALIE's document search feature can sift through public technical documentation about Alcatel-Lucent Enterprise's products to provide tailored answers. For employees, it has the capability to request internal documentation to aid in onboarding and to expedite the retrieval of domain-specific information within the organisation.

The advanced machine learning capabilities of ALIE enable it to become increasingly effective through continual interactions, thus enhancing operations over time.

Alcatel-Lucent Enterprise has placed a strong emphasis on security with the development of ALIE, adhering to ISO 27001 and ISO 9001 standards. The system is fully compliant with GDPR and the EU's AI Act, ensuring secure and compliant data handling. Hosted in a European AWS data centre, ALIE operates on the principle of least privilege access to prevent unauthorised usage, and encrypts data at rest with scheduled backups to avert data loss.

Jonathan Hollebeque, Head of Business Applications and Digital Transformation at Alcatel-Lucent Enterprise, commented, "We are delighted to introduce our generative AI chatbot, ALIE to increase efficiency and drive seamless customer service for ALE partners and customers. We strive to provide innovative and effective services aligned with the needs of our partners, and ALIE offers a new level of support, while also maintaining a high level of security."