Ai-Applied - Artificial Intelligence and Virtual Assistant Specialists

Web Environment

Contact Centre

Mobile Environment

  • FIND INFORMATION QUICKLY
  • DIVERT EXPENSIVE VOICE TRAFFIC
  • DRIVE WEB SALES AND CONVERSIONS
  • ACCESS OTHER CONTACT CHANNELS
  • LEVERAGE EXISTING TECHNOLOGY
  • REDUCE CALL QUEUES
  • IMPROVE SERVICE LEVELS
  • DRIVE AGENT EFFICIENCY
  • INCREASE CUSTOMER SATISFACTION
  • REDUCE OPERATIONAL COSTS
  • INTEGRATE MOBILE SERVICES
  • FIND INFORMATION QUICKLY
  • CONSISTENT BRAND EXPERIENCE
  • VOICE ENABLED APPS
  • BUILD ON EXISTING STRATEGY

Web Environment Applications

Contact Centre Applications

Mobile Environment Applications

  • Blended Web-Chat
  • Intelligent Search
  • Social Media Monitoring

The challenge for any website is to convert a visit into a sale or service as soon as possible. There's a widely accepted time limit of 15 seconds or within 3 page clicks, if they've not found what they're looking for by then, you've lost their business. Only around 2% of website visitors actually buy something. We have range of services designed to meet these challenges with proven and documented results in converting visits into revenue.

Websites have not changed much in decades, users are still expected to click through pages of often unstructured content to find the product and services they need. What you actually want from a website is to ask a question and get a result. "How much are size 9 shoes", "when is your cheapest flight to Adelaide". AI is changing way we use the web, we'll ask a question and get an answer. We want to set up an account, we ask for it.

Blended Web-Chat

So the last place you want your web customer is on a telephone talking to one of you agents. It is expensive to do professionally and devastating to customer service when you to do it on a budget. Artificial Intelligence provides a whole suit of applications designed to keep your customers engaged on your website, getting the information and services they need quickly and efficiently through automation and technology. Your cost of contact is low because your only using your Contact Centre agents for the complex and high value tasks. If your web visitors are turning into callers, we can help!

Intuitive Web-Chat

Intuitive ‘Natural Language Search’ solutions and ‘Web-Chat’ are good examples of where AI is being used by enterprise businesses to provide superior self service capabilities, enhance customer/employee experience and reduce operational costs.

AI can deliver an engaging and intuitive chat capability which can be integrated into the web services of a business to manage customer service queries such as bookings, requests for information, sales, returns and much more.

Internal Helpdesk Support

A proven use for this technology is with internal support desks where the agents use the search capability to help them in assisting the caller.

Using natural language search references the agent is able to quickly find relevant information stored in the business’s knowledge base or CRM. The system is able to deliver messages, scripts promotion and marketing material together with suggested upsell and

cross sell opportunities. The system is able to support all agents giving consistency in support quality and brand value.

It’s Web-Chat, but not as we know it

Web-Chat is commonly perceived as being an engagement between the user and a live support agent but using sophisticated AI technology the interaction can take place between the user and a virtual assistant (VA) solution leaving the live agents to concentrate or more valuable tasks or until the session is escalated to them.

Using natural language processing AI systems are capable of dealing with complex queries using text, audible speech and web navigation to assist the user. So not only is the user being served with relevant information but is also guided to relevant web content too which maximises up and cross sell opportunities for the Enterprise.

Getting the Basics Down

A VA Web-Chat solution can escalate to a live agent at any time and will populate the agents screen with a transcript and activity log of the session up to that point, this is called blended web interaction.

Alternatively the VA can be deployed to identify and verify (ID&V) the user and obtain required basic information before the user is passed to a live agent to take over the session. This means live agents are spending less time on the lower value elements of the user interaction.

Co-Operative Bank have deployed an internal help desk solution which has been a great success.

Ikea have one of the best know deployments of a VA Web Chat solution that deals with more than 10 million queries a year.

In the past 10 years, the Web has opened up many new ways of communicating with a business. Social Media is quickly replacing phone calls, emails and faxes and in most cases the information is public, with a possible effect on your business's reputation. A campaign to monitor Social Media is expensive and time consuming but what if Ai-Applied could show you a way of using AI technology to do it for you.

Situations Vacant.

Online Reservations & Booking Agents required to assist and advise clients for a 'Global-Reach' company.
To complete booking & payment processes, maximise up-sell opportunities and respond to all queries.
Required to work 365 days a year, 24 hours a day without sick leave, breaks or holiday entitlement.
Must be articulate, multilingual, brand aware, friendly and communicate company ethos at all times.

Find out more about how 'Artificial Intelligence' can enhance your self service channels today.

Natural Language Search

We communicate with each other every day using our natural language, and why wouldn't we. But when it comes to searching online many of us revert to using single words or simple queries.

The more companies encourage the use of websites in an effort to reduce call volume, the more complex websites have become. This has complicated navigation making the web search capabilities more critical to the user experience.

Simple ‘keyword’ searches will often return no answers when the query is too specific or drown the user with answers and links when the query is too generic.

Natural Language search engines are different because they able to interpret the ‘meaning’ and ‘context’ of a query; this means that the search is less dependent on the correct “keywords”, but is able to find what the customer is looking for by referring to the associated ‘concepts’ of the query. The Ai engine then filters on ‘meaning’ to provide the relevant information for the user

The ability to guide the user and deliver the right information dramatically improves customer experience, reduces abandonment. Combine natural language search with semantic SEO tools and you will greatly increase relevant web traffic which together increases conversations.

A natural language search engine represents a high value/low cost investment for businesses.

Improve call deflection and allow your customer services agents to focus on higher value tasks and important back office duties.

Online
Sales

Online
Visits

Conversion
Ratio

Social Media Monitoring

SOCIAL MEDIA

"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends" said Jeff Bezos, the CEO of Amazon.com.

Consumers can discuss your company on their blogs, post comments on a social news site (OhMyNews, TPM Café, Digg, Newsvine), take part in a wiki, give their views of your product on a consumer opinion platform (epinions, Consumer Review), write about your services on social networks (Facebook, Twitter, Youtube), etc.

That's why Social Media Monitoring is becoming an important area of focus for sales, marketing, online and customer experience teams alike.

The challenge is how can you monitor sources of information containing hundreds of thousands of comments and posts? Can you extract what is really important and most commonly mentioned there in order to take action?

Semantic Search technology, particularly Semantic Clustering, extracts hundreds of thousands of comments from the Internet, and groups them by their meaning, creating groups of comments that are similar in meaning called "semantic clusters".

Each semantic cluster is actually an item you should pay attention to such as:

  • Quality of Customer Service
  • Performance of your delivery system
  • Price of your products
  • Feedback on communication campaigns

Each item is analysed daily and produces progressive statistics which over time show the evolution of this item such as the volume and the sentiment (positive, neutral, negative) the different sources: Google, Facebook, Twitter, Youtube, Consumer websites, Forums, ... an unlimited number of connectors.

Semantic Social Media Monitoring will offer your company a clear picture of the most talked about business-related topics on the Internet.

Get a clear picture of what is being said about your business on the Internet with Social Media Monitoring

  • Contact Centre
  • Customer Services Assist
  • i-IVR
  • Social Media Monitoring

Reduce Call Queues

The challenge in any Contact Centre is making sure you have enough agents to meet demand. Getting this wrong results in queues and nothing damages customer service more than a long queue to speak to someone. Ai-Applied have suite of products and services that use ai technology to reduce the number of calls to your agents. Even if they don't get what they need from your website and still insist on calling, we have applications that increase the efficiency of conversations giving lower handling times.

Improve Service Levels

The efficiency of a Contact Centre can be affected by many things but a significant drain on agent time are calls where basic information needs to be retrieved from or delivered to a back end system. This low complexity, high volume task is perfectly suited to machines and at AIP we can show you ways of generating massive increases in efficiency as a result of using ai technology.

Drive Agent Productivity

In the case of the Co-Op Bank the use of Artificial Intelligent Systems in the back office to retrieve information for help desk agents proved so successful the ‘nominal pilot’ has been rolled out nationwide...

Increased Customer Satisfaction

It's no secret that if you get your customer enquiries sorted first time, quickly and efficiently, you'll have very satisfied customers and the key to this is making sure that the right tool is used for the right job. By seamlessly blending all of the tools in your Contact strategy you can create customised customer interactions with no extra effort.

Ai-Applied can show you how to use AI technology to seamlessly switch between human and machine during the same interaction, we call this blended interaction.

AI is proven to make contact centre agents more effective. It can take away
mundane and repetitive tasks helping increase ESAT and reduce Churn.

Natural Language Search

Natural Language Search NLS can be deployed in both customer facing web service applications or as an effective tool for customer services representatives (CSRs) in contact centre roles.

The effectiveness of a CSR is measured on their ability to resolve customer queries in a timely and courteous manner. NLS technology enables customer service agents to access relevant data and information quickly and efficiently from a variety of connected sources meaning higher levels of customer satisfaction and reduced call handling time (AHT).

AI touches both customer and employee experiences, customer service agents at the Co-Operative Bank said of the system, “it’s like having the very best supervisor at hand all day every day”, and that it gave them great confidence in handling all types of call.

Having Natural Language Search capability also means agents can be empowered with the very latest corporate information, procedures, alerts, governance, promotions and topics related to specialist roles. For the enterprise it means there is control in the consistency and standards of messaging across the various touch points of the business channels enforcing brand value.

Examples of organisations that have deployed natural language search in internal customer services functions are:

  • Co-Operative Bank
  • Swedish Ministry of Welfare
  • Deutche Bank

Natural Language search engines are different because they are able to interpret the ‘meaning’ and ‘context’ of a query; this means that the search is less dependent on the correct “keywords”, but is able to find what the agent is looking for by referring to the associated ‘concepts’ of the query. The Ai engine then filters on ‘meaning’ to provide the relevant information for the agent to help with the user query.

The ability to assist the agent and deliver contextual information dramatically improves employee experience, helps reduce churn and relieves contact centre supervisors of 24x7 ‘on hand’ availability across large numbers of agents.

A natural language search engine represents a high value/low cost investment for businesses and gives customer services agents the additional confidence and support needed to deliver first class customer experiences.

          it’s like having the
very best supervisor
     at hand all day
          every day

Our next contestant is a
customer services agent from...

Empower your agents with AI

eliminate touch tone (DTMF) buttons         no more pressing 1 for X, 2 for Y,     not restricted to X, Y or Z choices         and forget saying A for... or B for...

"use of Intelligent IVR platforms have shown a proven reduction between 50% and 70% of “live” calls, with a dramatic increase in the quality of the service offered"

Kevin Morrissey
AiA New Zealand

Adding intelligence to traditional IVR solutions enables a business to move beyond traditional IVR solutions and their inherent limitations to providing customers with a much more efficient means to route a call to get relevant information.

i-IVR is seen as one of the biggest growth areas for an AI business application, but why?

The AI technology has been available for some time but up until recently IVR platforms have not offered sufficient quality of input and output to support a natural dialogue interaction. Early attempts failed; and were well documented, and did nothing to enhance customer experience.

Today IVR providers are integrating simple forms of dialogue management as part of their solutions with reasonable success so the potential for i-IVR solutions to provide self-service, dynamic and proactive information over the telephone is now a reality.

So a user can call, pose questions in spoken natural language and the i-IVR will respond with spoken dialogue, leading to increased customer satisfaction and quicker call resolution.

AI technology presents as a web service to the existing IVR platform managing the interaction session to ensure contextual understanding and providing near instantaneous responses to an input to the IVR platform to process into a spoken response to the user.

Having control of all automated dialogues, across all relevant customer channels has an obvious benefit in terms of both consistency and operational management. Not to forget the advantages of being able to report on all that user generated content in one place.

This presents businesses with the opportunity to deliver a 1st class speech enabled self service in the current IVR solution with the minimum of disruptive change.

Social Media Monitoring

SOCIAL MEDIA

"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends" said Jeff Bezos, the CEO of Amazon.com.

Consumers can discuss your company on their blogs, post comments on a social news site (OhMyNews, TPM Café, Digg, Newsvine), take part in a wiki, give their views of your product on a consumer opinion platform (epinions, Consumer Review), write about your services on social networks (Facebook, Twitter, Youtube), etc.

That's why Social Media Monitoring is becoming an important area of focus for sales, marketing, online and customer experience teams alike.

The challenge is how can you monitor sources of information containing hundreds of thousands of comments and posts? Can you extract what is really important and most commonly mentioned there in order to take action?

Semantic Search technology, particularly Semantic Clustering, extracts hundreds of thousands of comments from the Internet, and groups them by their meaning, creating groups of comments that are similar in meaning called "semantic clusters".

Each semantic cluster is actually an item you should pay attention to such as:

  • Quality of Customer Service
  • Performance of your delivery system
  • Price of your products
  • Feedback on communication campaigns

Each item is analysed daily and produces progressive statistics which over time show the evolution of this item such as the volume and the sentiment (positive, neutral, negative) the different sources: Google, Facebook, Twitter, Youtube, Consumer websites, Forums, ... an unlimited number of connectors.

Semantic Social Media Monitoring will offer your company a clear picture of the most talked about business-related topics on the Internet.

Get a clear picture of what is being said about your business on the Internet with Social Media Monitoring

  • Speech Enabled Apps
  • Intelligent Assist
Search Enabled Apps

“42% of mobile banking users have used their devices to transfer funds between accounts and 90% of users have checked their balances and recent transactions”PEW Research 2012

"By 2017, more than 1B mobile subscribers (15% of global mobile subscribers) will use mobile banking"

SOURCE Juniper Research
2013

By the close of 2013, it is was estimated that
1.4 billion smartphones will be in use, and tablet shipments will have surpassed that of desktops and laptops.

Smartphones are the biggest and fastest-growing part of the mobile-phone market, are with your customers 24 x 7, and as can be seen below, are becoming the customers favourite access device for customer service.

Their usage in different situations where the customer may be somewhat distracted (Driving / Coffee Shop / watching TV etc.), makes their ease of use particularly important.

Customers typically face two common annoyances when they access self-service offerings on a smartphone or tablet. One, they have to type login information and search terms on a tiny keyboard. And two, they have to dig through FAQ or community forum pages to find the answer they are looking for.

Speech is the perfect vehicle for addressing both of these issues, and is easy to implement

on a smartphone. Even though traditional customer service applications might only require tapping through a few pages, that’s enough to stop many consumers conditioned for instant gratification.

Usage Trend Example – NZ

Trade Me NZ (Similar to eBay in UK/US) This website is the most visited in New Zealand before Google New Zealand, and is ranked 1,213th globally according to Alexa Internet.

As of 2006, the group of sites collectively generate over 60% of all web traffic originating in New Zealand In a country with a population around 4,177,000, the Trade Me site currently has around 2,391,752 active members, with approximately 70,000 people online and 1,390,000 auctions running during peak hours.

Today 30% of all access to their website is via a mobile device and Trade Me are predicting that by December 2013, 50% of access to their websites will be via a mobile device.

How will VA Based Solutions Change the Mobile App Space?

The dialogue driven nature of Virtual Assistant Applications Compared to the long and expensive deployments of typical mobile apps provides an efficient and immersive experience for the user. Furthermore, once deployed, they are much easier to expand and upgrade in response to dynamic business drivers.

As Enterprises become Increasingly Customer Centric, and Focus on Cx & Sales, engagement and personalisation will become paramount. Pressure for differentiation in Commoditized Verticals (Telco, Banking, Power etc.) will add pressure to deliver effective solutions.

Advantages of VA based solutions include:

  • Customer-Centric, Not Enterprise Centric
  • Dynamic Business Drivers can prevail over legacy IT processes
  • Transactions – both Simple AND Complex
  • Agile Platforms / Skills
  • Leverage & Augment Existing Knowledge Silo’s
  • Development Cycle – Very Short – Change within Days
  • Extensive Analytics, Reporting & Rapid Optimisation
  • Voice Interface – Leverage Voice Recognition & HD Voice technology Especially useful for Hands Free.
  • Facilitate Digital Identity Management – including the use of Biometrics such as voiceprints and fingerprints.
  • Place a greater emphasis on the two-way exchange of value between customer and enterprise.
  • Have several layers of analytics to manage optimized and personalized customer interaction and engagement.

"45% of UK online shoppers who own smartphones make online purchases on their devices, 64% who own tablets"

SOURCE COMSCORE
2013

Intelligent Assist

 
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