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Google has been supporting enterprises with a whole host of productivity-enhancing software for years now. From Gmail to Google Docs to Hangouts and your Google Drive, it’d be difficult for many of us to live without their tools. But did you know that Google is also heavily invested in technology for niche markets? 

And, did you know that Google has its own conversational AI platform that is specifically designed to support call centres? Simply named Contact Center AI, it’s built to drive efficiency and next-level customer experience. 

Before you write this off as something too advanced for your operation, take yourself back 16 years ago to 2004 when Gmail was first released. Not everyone jumped on the Gmail train then, but look at how ubiquitous the email service is now. 

The same is true when it comes to AI for contact centres. Take a look below at how this cutting-edge technology can be put to use today in order to set your business apart from its competition. 

Case Studies: How to Use AI for Contact Centres

While Google’s application of AI for contact centres is one example, there are a few others in the marketplace that are worth showcasing. Conversational AI is the baseline technology that is deployed differently by each engine, like Google’s Dialogflow or IBM’s Watson. The conversational AI platform enables the chatbot uses to first train on a data set and then to converse with the end-user. In the case of contact centres, the conversational AI could be trained on past call transcriptions, and as it’s in use for longer periods of time, it automatically gets better, maximizing your upfront investment in the technology. Here are two case studies specifically on how to use AI for contact centres.

1. Streamline Call Quality Assurance with Conversational AI

National Debt Relief (NDR) decided to invest in Observe.AI’s conversational AI platform to streamline its call centre quality assurance (Audiotex Update, 2021). 

The AI Solution:

Observe.AI used conversational AI combined with automatic speech recognition and Natural Language Processing (NLP) to analyze 100% of their contact centre calls. Traditionally, only a fraction of calls could be analyzed from recordings by people, because the amount of data was simply too large. But now, there is full transparency into the contact centre’s calls.

The Result:

By streamlining their processes and having the conversational AI software record, transcribe and decipher the calls, NDR has been able to improve its frontline coaching for agents. The massive amount of data collected ensures that training is focused where it’s most needed, and agents are now armed with the training they need to provide excellent customer service. 

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2. Bring Automation to Customer Service

One start-up has developed a conversational AI platform specifically for contact centres in order to use automation to empower the agents already in place. PolyAI was created in the UK with a small group of engineers from Cambridge’s Dialog Systems Group (NewsRX LLC, 2019). 

The AI Solution:

PolyAI deploys enterprise-ready voice assistants, based on proprietary machine learning and Natural Language Process (NLP) technology. The conversational chatbots can scale seamlessly and can even detect and converse in many world languages. Similar to the use case above, PolyAI listens to the calls received and learns to provide improved responses. When there are too many calls for the human agents to tackle, the automated AI chatbots can handle calls themselves.

The Result:

PolyAI recognizes that excellent customer service in a call centre, and the resulting CSAT scores, can only be achieved with human customer service agents. So the AI chatbots are there to assist, solving routine issues when customers call in and leaving the more complex issues to the experienced agents. The Co-founder and CEO of PolyAI, Nikola Mrksic emphasizes that “AI agents are not a replacement for the human touch, which is essential for great customer experience. However, automation is key for changing the economics of a contact centre” (NewsRX LLC, 2019).  

man in white dress shirt standing beside woman in white long sleeve shirt ai-for-contact-centres
Photo by Mikhail Nilov on Pexels.com

Planning for the Future using AI in Your Contact Centre

The case studies show just how useful a chatbot running on a conversational AI engine can be for increasing your CSAT scores and improving your overall operational efficiency. That’s reason alone to look at how a chatbot could help you put in place money-saving systems now. 

As some businesses take a more cautious approach to a post-COVID world, spending on certain customer service and marketing tools will be limited. But if the technology helps to reduce operational costs, offsetting the investment, and creating for a long-term financial benefit, then companies have a solid business case supporting AI for contact centres. 

On top of that, a conversational AI chatbot designed exactly for your particular business type and contact centre use case will deliver the largest ROI for your investment. Spending on technology can be seen as risky in some industries and during certain unstable time periods, but a chatbot is actually a low-risk way for you to start figuring out how to put this technology to use so you stay ahead of the curve.

You are in control of the chatbot’s roll-out, and using an agile approach, The ChatC Group advises that you design and release the software in stages. This also saves you time and money, because you focus on the minimum viable product, validate the use case you’re working with on a small group of users, and then commit to developing the chatbot for a wider release to your contact centre customers and agents. 

When you work with a chatbot consultant, rather than contracting out the project to one of the players described in this article, you also ensure you have someone negotiating on your behalf. Our team of seasoned experts knows which conversational AI platform you need and how to get the best results for your budget. If you’re curious to learn more about us, book a call! We love to chat about how to put AI to work for your contact centre.

Chatbot compliance is another important factor to keep in mind when developing a chatbot. In finance, nations regularly update financial regulatory requirements. This means that processes and systems also need to continually improve and adapt. 

So if a financial institution wants to incorporate a chatbot, they need to know that it’ll be designed and implemented to be in line with the regulations and rules they must follow. In Canada, these include IIROC and the Canadian Securities Institute. 

  • IIROC: IIROC governs the activities of investment firms and builds the regulatory framework. 
  • Canadian Securities Institute (CSI): The Canadian Securities Institute has been setting the standard since 1970 for excellence in life-long education for financial professionals. It is part of Moody’s Analytics Learning Solutions, which offers credentials and educational programs.
Chatbot Compliance

Benefits of Chatbots in the Banking and Financial Industry

In the banking and financial industry, here are just a few of the benefits to using a chatbot:

  • Support that is available 24/7
  • Easy to use for customers
  • Customer satisfaction is easy to measure
  • Marketing experience can be personalized
  • Shows how progressive the banking industry can be
  • Presents cost savings to companies 

While there are clear benefits to using a chatbot, from marketing to customer service and even internally for employees, there are also important regulatory compliance concerns. This article will examine the process of integrating a chatbot that is compliant with financial regulatory bodies. 

The chatbot market size is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024.

Chatbot Compliance

5 Legal Considerations for Financial Chatbots

  1. Disclaimers for Regulated Activities 

If a company is giving a chatbot the authority to give advice, the company and developers will need to ensure that the chatbot has access to current information. 

  1. Terms and Conditions 

If chatbots are being used to facilitate online transactions or give any type of advice, users should be aware that the help being doled out is from a chatbot, not a live human being.

  1. Protection of Data 

Since chatbots collect personal data, the data protection policy is essential to keep in mind, not just in the development phase. It should be regularly monitored.

  1. Infringement of the Rights of a Third Party 

Appropriate safeguards must be put in place to prevent copyright infringements since chatbots can use third party trademarks (accidentally) and can easily infringe on rights.

  1. Prevention of Chatbot Errors 

A chatbot has an impact on a company’s brand and image. It is important to be careful about potential detrimenta or incorrect responses that a chatbot may give. Close monitoring of the chatbot and the technology is essential.

Chatbot Compliance Case Study

Chatbot Compliance

Investment Company ABC 

(Please note the company name has been altered to ensure confidentiality.) 

This company operates as an investment firm in Canada and specializes in managing wealth for individuals.

The Problem: 

Investment Company ABC was very interested in developing and using a chatbot to increase customer satisfaction. Sometimes it can take a long time for customers to get questions answered about their accounts, and a chatbot that could deliver personalized information about current investments seemed like a great way to communicate faster. However, the main question was how to ensure that it was compliant.

The Process: 

The company felt it was important to work with a team that could understand their vision and help them meet their goals. They needed a chatbot that sounded human-like and one that would help to increase customer satisfaction. 

It was also essential to build a chatbot with compliance front of mind, due to the industry they operate within. In order to make sure that all the boxes were checked, regulations were followed and due diligence was performed, a chatbot consultant was the perfect gateway to line up requirements (compliance, level of customization, etc.) with the right developers. The company was committed to ensuring compliance, but knowing that the chatbot consultant would also be doing the same was extra reassurance.

The Solution: 

After meeting with the company, determining the use case and collaborating on the KPIs for success, the chatbot consultant facilitated the development of a friendly and positive chatbot using conversational AI technology. It provided key investment portfolio data and answered simple questions. The focus was to solve simple customer issues, all while ensuring compliance, including disclaimers, terms and conditions and a rigorous review process of the software. The bot continues to meet regulatory requirements and is improving its interactions with clients each and every day, as measured by the customers’ survey responses.

If you want to avoid chatbot compliance issues, reach out. One of our highly trained Chatbot Consultants can answer all of your questions today!

In order to improve the interaction process between restaurant holders and their clients, Fetchh knew they needed to create something unique and innovative.

fetchh
fetchh

Fetchh is an English chatbot startup, who’s Facebook Messenger chatbot was created for café lovers who did not want to wait in line or miss out on the freshly baked, first come first serve dishes.

fetchh

Most days you are rushing through life, the modern world demands it. The faster a transaction can happen, the happier everyone is. Which is why Fetchh knew they needed to solve the proble of people wasting time waiting in resturant and cafe queues. Waiting to order their favorite foods or even having to download multiple apps is unnecessary for ordering food.

fetchh

The goal was to simplify the process of managing restaurants, making it easier for the cafe owners, employees and even the market stall owners.

The goal was to solve the problem of clients wasting their valuable time waiting in queues.

fetchh

Fetchh started looking for a company that could help them create a product that would fix this growing problem. After doing their research, they discovered BotsCrew and knew their knowledge of the restaurant industry was a perfect match. Fetchh trusted the team and knew they could fully rely on them during the development process.

fetchh

BotsCrew is the global leader in Chatbot Development with offices in London, UK, and Lviv, Ukraine. Founded in 2016, BotsCrew designs and develops custom AI chatbots to help small and medium enterprises bring stellar customer experience to their markets.

fetchh

With a relationship built on trust, BotsCrew and Fetchh collaborated as teams and discussed the different possibilties for the future of the chatbot. After many discussions and ideas from both Fetchh and BotsCrew, the teams where about to create a product that brings true value to the restuarant industry.

Fetchh Facebook Messenger Chatbot: a mashup of social, mobile, and instant messaging power – which is exactly the direction that marketing is going in.

A great solution for people who have a busy life and very little time, it is a cashless process and is a quick and easy pickup experience for anyone who uses it. It also makes it easier to follow café and market trends, so you always know what is fresh, new, or straight out of the oven. Automation and optimization of the whole working process.

fetchh

Chatbots are equally popular among millennials and baby boomers.

Mobile Markers
fetchh

Originally, BotsCrew started the development process with the solution being one simple functionality: one chatbot for one restaurant, where you can view the menu, place your order and pay for your food. However, once the project got started and ideas began to flow, they decided to go further and make a platform for multiple restaurants. BotsCrew and Fetchh had the vision for this bot to be useful for both the customers and the owners of the restaurant, and so they divided Fetchh into a user bot and an admin bot.

Fetchh had no doubts and trusted BotsCrew to create a UX design that they knew would be the best for this chatbot and that Fetchh would love.

The result is a unique and innovative chatbot that is now starting to become popular. In fact, if you want to chat with Fetchh, you can do so here.

Fetchh may be connected to one Facebook page, but in a single chatbot it unites a lot of restaurants. It is without a doubt one of the most prospective startups because it reduces and takes away routine work and due to this, it helps improve the interaction process between a customer and their favorite café.

Read more case studies here.

When creating a virtual assistant chatbot, it is important to know the platform you want to use to take the most advantage of your market. As an immigration law firm, EXEO knew their future clients were looking for them on Facebook and could answer a lot of their pre-call questions by utilizing their messenger service. The questions asked for each application can be quite a time consuming and repetitive process, making a virtual assistant chatbot the perfect solution to saving time and clients money. Working with BotsCrew, they were able to develop the first Canadian Immigration Virtual Assistant Chatbot.

Virtual Assistant Chatbots create ease for clients to make sure they are heading in the right direction, without waiting on hold.

EXEO is a law firm based out of Montreal, Quebec, Canada and provides top-notch immigration services and years of experience. The motto at EXEO is Immigration Made Simple and could be more simple than having the answers at your fingertips. Whether it for work, study or visiting, they will help you discover your A to Z’s of immigration. A true team of professionals ready to help, including their new virtual assistant chatbot.

EXEO deals with many legal issues concerning business immigration, including which programs they would be able to apply for. These questions can be quite time consuming for someone already short on time. They needed a way to optimize the process of the first 15 minutes of a conversation with a lawyer. When looking at their data they realized a large portion of their new clients were coming from Facebook; an easy way to answer a large portion of repetitive questions and keeping lawyers available to start new files.

64% of internet users say 24-hour service is the best feature of chatbots.

Small Biz Genius

Knowing they wanted their virtual assistant chatbot to be based on Facebook Messenger EXEO hired experts in the chatbot development area. The chatbot would need to answer FAQs and provide any information covering the process that would be required to immigrate to the country. They knew just what they wanted and studied their United States competitors to make sure they created the most superior virtual assistant chatbot in the industry.

Training and testing were important steps in the creation of the IVA. The Q&A team aimed to make the chatbot flawless and provide a clean product.

BotsCrew is the global leader in Chatbots Development with offices in London, UK, and Lviv, Ukraine. Founded in 2016, BotsCrew designs and develops custom AI chatbots to help small and medium enterprises bring stellar customer experience to their markets.

Creating the first virtual assistant chatbot for Canadian Law Immigration was a process of creation and testing, using rich AI chatbot building experience. The BotsCrew team was focused on developing a chatbot flow as simple and understandable as possible, especially since the immigration process itself is already confusing.

Thousands of engaged users connected with the IVA and over 200 questions were answered, creating a massive database and more time saved, in fact, 83% of questions asked were answered by the virtual assistant chatbot.

“BotsCrew created value at the very first communication with us.”

FRANCIS TOURIGNY

BotsCrew provided advice and professional recommendations to EXEO based on rich AI chatbot building experience and the newest market trends. The team developed a chatbot with great NLP abilities and a smooth UX design. EXEO provided all required content and helped BotsCrew with designing the user experience. Their UX designer’s target was to make the chatbot flow as simple and understandable as possible. Using Skype and email to always be connected.

Read more case studies here.

This case study focuses on the Virgin Holidays Travel Chatbot, a custom build Facebook Messenger bot that helped travellers rid their Monday Blues and enjoy the California coast by offering and answering questions regarding excursions. As you will read below the campaign was a major success, winning awards and selling out overnight.

Virgin Holidays
virgin holidays travel chatbot

Virgin Holidays is a British company within Sir Richard Branson’s Virgin Group and was formed in 1985. It is the largest and most successful transatlantic tour operator and market leader for travel to the USA and the Caribbean.

virgin holidays travel chatbot

Virgin Holidays decided that they needed to change the mindset of Blue Monday, from the most depressing day of the year to the most exciting. The company knew the best way to fight the blues was to say “Screw it, let’s do it”, and create a Californian travel buddy.

virgin holidays
virgin holidays travel chatbot

Virgin Holidays knew they needed to work with a team that could accomplish their main goals. Create a chatbot that sounded like a true Californian and increase booking experiences offered for each location or personal vibe.

“The chatbot’s focus was to engage, spark the interest, and lead people to book one of many $1 experiences that Virgin Holidays was offering.”

virgin holidays travel chatbot

BotsCrew is the global leader in Chatbots Development with offices in London, UK, and Lviv, Ukraine. Founded in 2016, BotsCrew designs and develops custom AI chatbots to help small and medium enterprises bring stellar customer experience to their markets.

Virgin Holidays
virgin holidays travel chatbot

After the chatbot launch, Virgin Holidays sold all their experience offers in just one day. The chatbot had massive success with the audience: in a short time frame the chatbot received tons of messages. The users loved the Cali-bot, and the campaign had a huge success. Also, Virgin Holidays received a Best Audience Engagement Campaign for the “Screw it, Let’s do it” campaign supported by Cali-bot.

“I believe we can all shake away the blues by focusing on the positive and fun things that are happening in the world. Here are some wonderful activities going on within the Virgin world, which I’d like to share with you today to make you smile.” 

Founder of Virgin Group, Richard Branson
virgin holidays travel chatbot

In the design stage BotsCrew focused on the tone of voice and flow, using data that Virgin Holidays provided, they created a friendly, chill, and positive chatbot personality named, Cali-bot. The chatbots focus was to engage, spark interest, and lead people to book.

Read more case studies here.