In a time when customers are housebound and out of reach, this startup’s chatbots are helping giants of the industry improve their customer experience and engagement across verticals like telecom, auto, and D2h (Direct to Home).
One of the many setbacks that the pandemic-induced lockdown has brought about for startups and business organisations is diminished access to customers. Covid-19 has completely changed the working model of businesses. Now people can only connect virtually for sales and customer support, which is the key for growth in business as it develops user trust toward the brand.
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Conversational AI (Artificial Intelligence) or chatbots showed huge relevance in the time of lockdown to improve customer experience as people remained housebound. ORISERVE, an end-to-end provider of conversational AI-powered chatbots has been helping enterprises make the customer experience count.
To understand the difference that chatbots have made for businesses during these critical times, The Tech Panda spoke to Maaz Ansari, Co-Founder of ORISERVE.
Maaz Ansari
Those who already had cognitive chatbots in place would understand what value it adds to their businesses
“There was a severe resource crunch during the outbreak. Companies were grappling to adjust to the new normal and taking the entire operations online. So, with limited infrastructure, there was no backup to efficiently engage customers at that time. Those who already had cognitive chatbots in place would understand what value it adds to their businesses,” he says.
ORISERVE makes multilingual conversational chatbots. Their platform uses real-time insights and cues to help users improve their experience across calls, emails, and conversations over chat.
“While humans were busy brainstorming the way out to this challenging situation, our technology worked 24X7 in the background to reduce wait time and increase the capacity for customer queries. The goal was to achieve minimum deflection towards live chat agents. Conversational AI came across like a lifeline for organizations to further their business continuity plans amidst the unprecedented scenario,” he adds.
How ORISERVE Works
ORISERVE is an end-to-end provider of conversational AI-powered chatbots, helping different verticals of industry by making chatbots for giants like Vodafone Idea, Tata Motor, DishTV, and Supreme Golf with the sole intention of making the customer experience count for them.
Their product leverages Natural Language Processing to constantly learn and evolve itself for the numerous use cases it handles daily. The deep learning algorithm enables their chatbots to develop their own vocabulary and sentiments for human-like text.
Conversational AI came across like a lifeline for organizations to further their business continuity plans amidst the unprecedented scenario
It further enables voice-based conversations to extend an authentic, contextual, and engaging customer experience across all channels. Also, it offers a hyper-optimized, RPA-enabled, channel and medium-agnostic platform. In addition, it enables training, orchestration, KPI tracking, reporting, real-time marketing intelligence, and live chat system. Ultimately, it translates to increased conversions, customer retention, and rise in sales and revenues.
ORISERVE’s Edge Over Others
What would set a chatbot apart from its competitors? Ansari explains that their chatbot leverages deep learning algorithms to constantly teach itself to deliver human-like cognitive conversations via text or speech.
“It learns from thousands of use cases daily across various geographies and industries to develop its own jargon, vocabulary, and sentiment to improve with every engagement,” he explains.
ORISERVE’s interactions are not only unscripted, interesting, and context-relevant, but also device-agnostic, channel-independent, multilingual, and empathetic for an authentic experience.
We entered the market at a time when chatbots were branded as incompetent. With our conversational AI solutions, we were able to make a dent and change the overall industry perception about chatbots.
“Besides, ORISERVE works across the customer life-cycle of advertising, online sales, and customer management, thereby driving profitable loyalty with every conversation. The Unity AITM is a single interface that lets you manage all of your bots across different channels as if you’re managing just one bot, making handling such niche technology a hassle-free affair,” he adds.
Talking about traditional chatbots, he explains that most of them have become redundant because of their inability to constantly learn.
“The company-customer conversations are mostly broken with traditional bots. This is because they pivot around a fixed set of responses that were initially fed into the system. Hence, the conversations are scripted, boring, and not engineered to handle tangents. Moreover, it costs a bomb for not delivering efficient conversations at scale,” he says.
Changing the Industry Perception
The startup has taken its solutions across various industries, gaining experience with people and organisations belonging to different geographies. Though Ansari informs that things weren’t so rosy when they entered the market.
“We entered the market at a time when chatbots were branded as incompetent. With our conversational AI solutions, we were able to make a dent and change the overall industry perception about chatbots. So, this is an achievement in itself,” he says proudly.
These conversational experiences will transcend into Mixed Reality and Virtual Reality applications, adding new dimensions and degrees of freedom to conversational automation
He explains that within two months of deploying chatbot-driven query resolution, Vodafone-Idea saw an 80% reduction in the queries for live chat agents. The telco is now maintaining an accuracy of 92% while catering to its customers with ORISERVE.
Moreover, Tata Motors has increased its conversion rate for test drive leads by thirty times. Simultaneously, Dish TV has decreased ~23% of its incoming calls and 30% of emails per month using their solution. This is while driving 25% higher retention on offers and 30% new service activations via AI-powered chatbots.
Chatbots in the Future
At the moment, all verticals, especially the ones that draw huge volumes of customer engagements, need chatbots to see their productivity and profits skyrocketing. COVID has accelerated this adoption of technology more proactively in telecom, Banking, financial services and insurance (BFSI), automotive, retail, edtech, ecommerce, and consumer durables.
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In the future, Ansari thinks that we may see conversations without any human intervention at all. Predictive technologies preempting issues, needs for upsell or cross-sell will enable proactive layers of customer communication.
“These conversational experiences will transcend into Mixed Reality and Virtual Reality applications, adding new dimensions and degrees of freedom to conversational automation. We’ve already started research in this space and are seeing some compelling use cases coming through that can be leveraged as new realities go mainstream,” he says.
