Chatbots and Virtual agents
Improving customer satisfaction with AI
How to meet the challenges of modern customer care, optimizing both customer satisfaction and contact agent workload? How to help an organization’s collaborators solve day-to-day tasks?
Chatbots are virtual assistants that help users find information or perform a task using conversation (voice). They can be embedded in a company’s website or chat with customers via mobile apps – some even say that chatbots are the new apps! You can reach them via smart speakers and through major messenger platforms.
Chatbots are great solutions for customer care: they can respond immediately to frequently asked questions and perform easy tasks instantly, which improves customer satisfaction while reducing contact agent workload. As a matter of fact, the Gartner Customer 360 Summit 2011 predicted that “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human”. Furthermore, chatbots are also very useful within an organization: they can serve as IT helpdesk assistants or as aids when navigating documents and procedures.
"Because the virtual assistant answers repetitive questions automatically, our customers receive information quickly and at consistently high quality. This means that our staff at the Contact Center can focus their attention on more complex customer concerns"
But how do chatbots work? They use the power of artificial intelligence to analyze what users want to do (their intents) and guide them towards their goal. Natural language understanding in chatbots makes use of state-of-the-art machine learning algorithms to recognize concepts such as places and names, resulting in effective conversation.
ELCA has helped many organizations create chatbots for their customers and collaborators. On the PostFinance homepage, you will meet METIS, the digital assistant answering your banking queries. We have worked with several organizations to provide virtual IT helpdesks for their personnel. Our sister company SecuTix now offers chatbots that sell event tickets and provide sport updates and deals to supporters. Last but not least, our R&D team is busy creating new chatbot “brains”.
- Expert support in selecting the most appropriate use cases and technology providers – It’s a jungle out there!
- Full-stack chatbot development and integration within your company’s infrastructure – including tailor-made natural language understanding components
- Benchmarking and tuning of existing natural language understanding solutions
- R&D activities with partnering academic institutions to design new dialog strategies and components
- As partners of major chatbot technology providers, we can offer managed services for your chatbot solution.
ERNEST is a mobile application that allows you to quickly perform simple or complex travel requests. ERNEST understands natural language and is eager to learn from your queries. Ask, and he will provide you with a quick and accurate answer to the best way to reach your destination.
ELCA helps organizations to leverage available information in order to improve their processes and decisions, increase understanding of customer needs and predict the future.
ELCA managed services is the all-in-one caretaker for operations. We provide a safe, reliable and personalized home for your applications - in our Swiss datacenters, on your premises or in the cloud.