Digital Transformation Services and Solutions - Chatbot Development

85% of businesses will have customer interactions handled by some sort of chatbot by 2020
Nella is capable of taking the burden of time-consuming processes and serve its customers better by Processing information, solving queries, supporting the transaction, Taking orders, Promoting products and services and many more. Nella automatically can answer 65% of your Customer Support Queries and has multiple language support. Thus, customer service handled by Nella is quick and efficient.

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1. Nella ChatBOT for Customer Service
2. Businesses are under relentless pressure to cut down cost, and to do so, will adopt technologies that are inspired by artificial intelligence (AI). Value Proposition BOT platform will fundamentally change the way we interact with computers, people, and enterprise scale systems. BOT Solutions will be based on advanced textand content analytics, machine learning, natural language processing and intelligent knowledge processing engine.
3. Conversational interfaces (BOT solution) built using BOT platform to providetransformational benefits resulting in: Next generation machine interaction to improve customer experience -an ability toprovide reliable, cost-effective, and responsive services. Self-Service (“Do-It-Yourself”) option to help reduce agent interaction through phone calls, emails, and personal interactions. Increase the overall productivity and reduce cost of operations.
4. Flexible commercial model with cloud / On- Premisedeployment options. Features Can Integrate seamlessly with existing customer support IT system (Customer CarePortal) Feature rich speech recognition, AI and natural language processing capabilities Can be easily adapted to variety of use cases acrossenterprises - For resolving IT application support related issues ( replaces L1 Desk) - Self Service assistant for Clinical Laboratory (Appointment booking, Queries on Test proceduresetc. - Personal Banking FAQs Knowledgebase (Ontology) built through historical data can be easily extended
5. User Question User Utterance WordNet Business Rules Below Threshold Above Threshold Context Detection DialogContext Extraction Clarification Question Clarification question Knowledge Base Question Expansion Resolution / Response Natural Language Processing Conversation Engine NLUEngine Architecture
6. BOTClient Interne t HTTP / HTTPS Conversation Interface UI Experience Conversation Engine REST APIs Service Gateway Dialogue Definition Knowledge Extraction Backend Connectors Cloud / On-Premise Deployment Prebuilt connectors – IT System ITSM (Remedy, HP Service Manager etc.) CRM, ERP, SCM systems External Systems (Wiki, Weather etc.) JPA /JMS JDBC etc. SOAP/ REST Integration Artchitecture
7. •Integration with IVR •Mobile AppUI •Integration with Messengers e.g. Skype, FB Messenger •Integration with Orchestration Products •Integration with Knowledgebase •Integration with Ticketing •Tools e.g. Service Now, Remedy Core Features •Multilingual Support •Text as well asvoice conversation •Provide Information in Text, Media & Document output format. •Verification using OTP Key Features Integration Capability UserInterface Channels
8. What’s in it for Admin Console to monitor Nella performing, administer FAQs Handover to live agent Track the progress on the reported Issue/Incident Update Incident details Quick Query about the incidents Notifications about missing Acknowledgement & Resolution SLAs Auto Assignment of Incidents Track tickets & Quick query Admin Console ITIL Support Auto creation of Problem Record based on recurring incidents Critical/High priority Incident Management Notifications about missing Incident updates End user Customer service team Search information from Incident History, knowledge base documents &FAQs Password Resets Validation using OTP SoftwareInstallation Report anIssue/Incident Update Incident details Know about progress on the reportedIssue/Incident Ask Question/ SeekInformation Request Reports/Documents Ticket -Reporting & Enquiry Self Help Ask Question Converse & get the task done/seek information. NO WAITING i i
9. • The platform is light weight ,scalable, secure and can be easily deployed on on-premise infrastructure. The platform adheres to GDPR compliance. • Platform is driven by strong machine learning algorithms running behind the scene. Bot has in-built knowledge extraction module to answer open domain questions as well as FAQs. • The platform has been specifically designed to meet enterprise needs as against generic which clearly lacks supporting complex conversations. For example - • User switching the context all of sudden ( most of the platform will forget the original context and hence looses the track. ) • Retain context by easy configuration. ( it can store specific information provided by user in his/her earlierconversation) • Create domain dictionary ( synonyms , custom entities etc.) • Easy handover to human agent in case user is not comfortable in carrying over the conversation with bot. • The configuration allows user to easily integrate with backend system and also post process response data using highly customisable groovy language. Key Differentiator Strong NLP Capabilities Easy integration with backend AI/ML Driven Intelligence Complete On-premise Deployment
10. Please give your feedback – sheetal.jadhav@nellinfotech.com Visit us – www.nellinfotech.com Thank you !