Voicemonk Enterprise Q&A Bot

In a fast paced world as ours, customers are proving to be increasingly demanding. The need for speed has become a basic expectation — Faster Internet, Faster Food Delivery, Faster Time-to-market and Faster Help. A failure in meeting the customer’s needs can bring down even a mammoth like business to the brink of extinction. Especially, in the area of customer service, many companies are losing even their most loyal customers due to their snail paced approach. With customer representatives lacking a deep understanding of product/ service and the context, the customers end up getting frustrated. The first test for their patience is to hear the IVR options carefully, lest they get directed to the wrong department. Then comes the ultimate challenge of getting connected to someone who puts you on hold for an eternity and at the end, rewards your patience with a ticket number for future help.

After a thorough research on call center woes, VoiceMonk came up with a Natural Dialog platform that can automate customer conversations across various communication channels like Telephone, SMS, FaceBook Messenger, Slack etc. VoiceMonk’s Virtual Agents or “Bots” can assist your customers in finding the right solutions to their questions. It can drastically cut down your expenses and efforts in maintaining a full-fledged customer servicing team.

One of our prospective customers, a cloud-based CCI provider enables 24X7 call center support to any business. It provides a virtual receptionist that can direct a customer to the concerned department. The biggest challenge our customer faced was with providing the right technical assistance to its customers. It has a support page on the website, which is a plethora of question and answers. For customers who wanted quick help without having to the flip the pages, it was a daunting task. However, VoiceMonk makes it really simple. Customers could directly chat with a Virtual Agent and ask their questions in a natural language. The agent instantly replies them with relevant answers, providing relief to both customers and companies.

How Exactly Does VoiceMonk answer your questions?

When a customer asks the agent to help him with a question, the agent’s action begins. Let’s say a customer asked the agent a question- “I would like to know what are the features of the product A?” The agent starts making a search from various knowledge bases like ZenDesk, SalesForce Desk etc. All the question and answers are converted into natural conversations. Elaborate answers are broken down into simple steps and pre-requisites. The customer can choose to continue the answer by clicking a button or can skip a step. Multiple questions can be asked until the customer is satisfied with the response. However, a bot has its own limitations. If it fails to handle a query, it backs out and redirects to a human representative.

Just imagine the volume of customer queries that can be handled by our bot and the improvement in customer satisfaction. With the most difficult job done, it’s time to focus on the most important area — your business!

Wish to see a demo of our agent live in action?

Check this out — http://rebrand.ly/vmfaq

Demo for a virtual agent to handle marketing and customer service for businesses

Please see a demo our virtual agent for customer engagement (marketing, transacting and customer service) on Facebook Messenger (We also support SMS and Telephone communication channels) for offline commerce in action at http://rebrand.ly/vmconvcom

Using our platform, businesses can not only send marketing messages on SMS but also accept orders from customers.

Please let us know, if you need help engaging your customers on Facebook Messenger/Slack for your businesses.

A transaction needs to be a conversation

What is the right user interface for a commerce transaction?

On one side when you walk to a physical store in countries such as India, a personal shopper greets you, asks you what you are looking for, shows you items, gets your feedback from your facial, speech reactions and comes up with more items. Your personal shopper will make sure you complete the transaction by engaging you in an active conversation. Let us call this experience conversational experience.

On the other side we have sites such as Amazon, eBay (Disclosure: I worked at eBay and Amazon. They are great companies with really smart people. I have learnt a lot from everyone I worked with.), which have rich information about the inventory. To purchase an item, you first figure out a search term, look at the search results, refine your search query, look at more items, select an item, read the description, browse more merchandizing and then finally purchase an item. The onus is on the customer to figure out that special merchandize he would love from millions of items. Let us call this experience the status quo.

The status quo experience was invented in 1990’s, when the internet browser was the biggest distribution vehicle and the pioneers in the space had to figure out a way to constrain their ideas into what was possible in HTML. This experience worked for 25 years and made the ecommerce possible.

Can we simplify a transaction and make it easy for the shopper? Has the technology improved to revisit the experience of the status quo? My answer is yes. With the advancements in Deep Learning, Speech recognition and growth of Mobile commerce, Messaging Apps, I feel that it is the time to move from the status quo to the conversational experience.

In the next sequence of posts, I will write articles about the technologies involved for helping businesses with the transition.