Supernova Award Category
The Problem
Businesses face a perfect storm of increasing customer and profit margin expectations. Customers want instant personalized resolutions to their issues 24/7, while the cost of maintaining a scalable call center, website and mobile app continue to rise. Delivering truly personalized, omni-channel, always on customer support at scale is becoming the gold standard but extremely difficult to deliver in a profitable manner.
The Solution
The problem has been well documented across 1000’s of companies over decades. Our team has been working on various elements of the broader solution (applying Artificial Intelligence to power the customer experience), such as deep learning based natural language understanding, dialog systems, product recommendations) going back to the mid 1990’s. The increasing inefficiencies and costs associated with applying human customer support to the explosive growth in both digital communications and global business set the stage for the application of AI for CX.
The results
Our proposition is that that domain expertise and intuitive management capabilities of humans are critical to enabling truly powerful AI applications. Domain experts who run the business are best suited to maintain the best customer experience. Most enterprises don’t have the engineering or development resource to create personalized customer experience using AI, getting the engineers out of the equation speeds time to market, saves money and ongoing development work needed to maintain a complex system. The disruption comes from AI now being welcomed into the organization instead of being perceived as a threat.
NOTE: we will be coming out of numerous pilots with major consumer brands about the time of the event and hope to be able to share at least one compelling case study.
Metrics
Our pricing model is based on a pay for performance, Cost per Defined Resolution basis. Business user define the resolutions and/or live agent escalations that eminate from the tasks they build for their AI chatbot, then only pay upon successful defined resolution or escalation. Within the Console, users get real time analytics against resolutions, escalations and a host of other relevant contact center metrics.
The Technology
We have developed our own proprietary AI system leveraging deep learning AI for language models working with dialog systems. Our team published the 1st research in this field back in 2000 (ISLP). In addition, we have developed a no code, drag & drop UI where business users define their branded AI chatbots via task and dialog workflows that are utilized the AI powered natural language understanding and dialog systems to handle multi-task, multi-initiative conversations with customers.
Disruptive Factor
The key differentiator comes from pairing the domain expert (business user) with the AI system to accelerate the AI’s capability to scale up to any defined use case limited only by the data the business user exposes to the system. We can handle more use cases, hence deliver better business outcomes (cost avoidance, improved customer experience, improved live agent efficiency).
Shining Moment
Picked as one of the top 50 most promising startups by Bloomberg in a big data research survey of 50,000 worldwide companies (Quid). One of only 3 AI companies to make the list and the only one that works on enterprise AI chatbots.