Our client asked how we might leverage Conversational AI to improve responses to common questions, reduce the workload on personnel and provide increasingly personalized service. We began by analyzing streams of data on high-volume call center inquiries to map flows for the most frequently asked questions. Next, we analyzed the various Natural Language Processing platforms in the marketplace that would meet all the client’s requirements. Our goal was to automate responses using keyword and pattern recognition driven by AI. Progressively accurate algorithms recognize words and phrases to identify a caller’s objective from a range of possible conversation flows. This dialogue was then cross-indexed to provide the best answers, while continuing to fine-tune the analytics. Our customer-facing virtual assistant automates inquiries and performs live agent transfers through text- based chat or by placing customers in a queue to receive a return call, depending on their preference.

Wealth Manager Improves Customer Service With Conversational AI, An international financial services firm relies on conversational AI to build text- and voice-based chatbots to help thousands. When individuals enrolling in a retirement investment plan have questions, they’re impatient to get the answers. Whether they qualify for a loan—and how much. What their investment plan balances are. How to make a withdrawal or transfer. Whatever the request, they want answers fast. The promise of conversational artificial intelligence (AI) is that customers receive improved service and get questions answered quickly—while companies lower contact center costs and improve efficiency. A large U.S.-based personal wealth management firm needed help implementing several AI-based solutions to automate responses to common questions quickly, reduce the workload on personnel and provide increasingly personalized service.

Although they may be asked in slightly different ways, many people’s questions fall into easily identifiable categories. The goal, then, was to automate responses using keyword and pattern recognition driven by AI while providing answers to clients quickly. Different technology platforms manage conversation flows differently. Our platform agnostic approach enables us to evaluate the range of features and capabilities of different software to best match a client’s needs. We then draft a code development path to customize it in the most effective way