Chatbots are transforming customer experience!

Chirrp is partnering with Accelirate to offer cutting-edge enterprise chatbots solutions. Chirrp enables companies to transform their customer experience by providing human-like conversation.

With this partnership, chirrp expands its capabilities by integrating business process automation (BPA) software. To address increasing customer demand for chatbot solutions, Accelirate is looking to chirrp to provide relevant and accurate chatbot conversations. “There are many chatbot solutions out there, however, we wanted to make sure that the platform should be able to handle low-, medium- and high-complexity use cases,”  says Ahmed Zaidi, managing partner and chief automation officer of Accelirate.

Read the full press release here.

One chirrp at a time

Chirrp is an Artificial Intelligence multi-channel chatbot platform. Our mission is to enable enterprises from all industries to transform their customer experience by providing human-like conversations through our patent-pending conversational technology. Chirrp combines the convenience of chat with the intelligence of machine learning. It’s a consumer-engagement platform that learns from users’ interactions (amongst an ever-expanding list of communication channels) and provides insights into consumer behaviors, preferences, and concerns. For more information, visit our website https://chirrp.ai/ or contact [email protected].

In the world we live in today, everything from recruitment of new employees to diagnosing diseases, is being handled by a Chatbot. No denying bots are definitely having a moment. It’s more than just a “15 minutes of fame” that we’re dealing with here. Moments like this in history can make or break businesses.

For example, look at the history of live chat. A decade ago it was the new way to communicate with consumers. Brands that figured it out saw higher conversions and customer satisfaction scores. Today almost every single online business offers live chat. While this form of digital engagement is expected to reach $819 million market share by 2020, we’ve moved into the next iteration. Adaptability is key to success and gives businesses the competitive advantage. Let’s take a look at the current consumer landscape and their needs.

Consumer needs are evolving

According to Pew Research, millennials have surpassed the Baby Boomers as the largest American generation. They are entering the workforce, and they have dollars to spend. Their expectation is that everything is available 24/7. How does an enterprise scale and meet that standard?

One of the best ways is an effective and efficient Chatbot strategy. The evidence of this approach is clear. In fact, brands that offer consumers solely a digital experience saw a 19% increase in customer satisfaction, as outlined in this report by McKinsey. It comes as no surprise when the majority of consumers entering the marketplace are the millennials. The world they live in is digital and instantaneous.

Brands can’t afford to wait around for consumers to engage with them. The technology that is offered by companies like chirrp.ai, allows brands to be proactive and enables new partnerships between people and computers.

It’s time for brands to engage

CEO of chirrp.ai Mallesh Murugesan explains: “Chatbots should be used not just for customer service, but to provide offers and valuable insights.” Bots through machine learning can go into a predictive state. When in this state, the chirrp bot can reach out and warn consumers if an account doesn’t have enough funds to pay their mortgage. It can also recommend ways to invest funds based on behavior or market trends.

What’s interesting about what Murugesan said is when a brand implements AI they don’t always make a quick buck. That’s not the point. Engagement opportunities like this provide a lot of value to the consumer, which in turn builds trust. Trust is one of the key differentiating factors a millennial will take into consideration when deciding whether they do business with your brand or not.

However, its not just millennials craving this type feature. NGDATA is an organization that helps data-rich brands drive connected experiences. They conducted a survey highlighting consumers’ needs from their banks. Key findings were personalized service and being treated like an individual. Bots and AI can do this at scale, 24 hours a day, 7 days a week. Leaders in the industry are already taking note.

For example, initial buzz suggested that predictive tasks will be a part of what Bank of America plans to do with Erica, their bot. CNBC quoted Michelle Moore, Bank of America’s head of digital banking. She said, “Erica might send someone a predictive text: “Michelle, I found a great opportunity for you to reduce your debt and save you $300.” Back 11 years ago Rabobank ‘Yvette’gave people advice on saving money and also showed a summary of their last bank transactions.

Improve experience while saving money

Murugesan also gives a sample scenario of consumers traveling outside the country. Financial institutions can choose how to engage in these situations. Bank A chooses to provide traditional customer service, and Bank B has upped their game. They use AI based chatbot engagement solutions.

Bank A requires the consumer to call, go through the traditional IVR system, talk to a rep, and get the answers to questions. Bank B allows the consumer to message in questions and answers them instantaneously.

In addition, Bank B provides relevant notifications before and during travel. Then engages with them at the right moment, e.g, notifying consumers as soon as they land with a message: “Your card is safe with us. Feel free to use it.” Thereby improving the consumer experience, creating sales avenues, and building brand loyalty.

The intelligence driving these types of interactions and sales at scale is possible only with a Chatbot and visually explained in the above Value Map created by chirrp.ai.

The results are clear; Chatbots work, and consumers want them. It’s an easy to integrate solution, and every brand should work it into their digital engagement strategy today. Be innovative, increase customer satisfaction, play the long game. Get a Chatbot.

View original post here

By M. Dorsett

Our team has been giving demos to a wide audience, including investors, potential partners, and customers. One question that comes up over and over is “Why chirrp?” What makes chirrp different, in a market that growing by the minute? Let’s take a look.

When working with most chatbots, you must identify each question that your bot can handle. This format is inherently limited to a fixed number and to a fixed question sequence. If a customer engages in a way that your bot wasn’t programmed to handle, it has little ability to respond correctly. A chatbot built in this way has a limited amount of scenarios it understands, and is powerless to address any variance in those use cases. Even if a customer asks a question that’s in a programmed scenario, if the question is asked out of sequence, the system can’t adjust. This inflexibility is why most available bots are limited, and often not sufficient to significantly cover your customer service needs.

One of chirrp’s most powerful capabilities comes from its patented analytical model which recognizes questions and commands that it wasn’t explicitly coded to know. Every customer response is first analyzed by a robust natural language processor (NLP), which identifies the sentence structure, breaks down word phrasing, and determines intention.

Once the system has located the customer’s basic intention, the system will route the conversation to the appropriate branch point. It may be that the user has asked a question that the system has a direct answer to. In that case, a list of possible answers is pulled, and the answer with the highest certainty (best likelihood of being correct) is the response from chirrp. An example of this scenario involves a potential customer chatting with a doctor’s office chirrpbot. They may ask “what types of injuries do you treat?” To such a question, chirrp might provide a list of services and types of doctors in the practice.

Alternatively, the customer may ask a question that warrants another question from the system, in order to proceed. Often times this type of question may lead to a back and forth dialog that helps the user reach an end destination. A customer may ask a doctor’s office, “Do you accept Aetna insurance?” This could trigger a dialog around insurance and becoming a new patient. Chirrp might respond, “We accept certain types, what type of Aetna plan do you have?” or “Yes, we do. Would you like to schedule an appointment with one of our doctors?” or some question that proceeds with the new patient registration process. At each interaction, the system re-analyzes intent, to determine the next response from chirrp.

By applying a robust natural language processor to every customer response, chirrp’s AI can flexibly route the conversation to the correct next step. If a user asks a question that goes outside of a sequential dialog, the NLP will identify the intent, and route the question to the correct answer (which may be under a new topic altogether), or to a new dialog, or to a later point in the same dialog. Because the NLP is applied at every point, chirrp’s platform allows for fixed answer sets AND free text answers.

Chirrp’s flexibility in user input also makes system more user friendly and conversational. Customers aren’t forced to pick from a short list of answers; they can ask and respond using free text. This also allows the customer to have more control over the conversation. They can jump to a new topic, skip ahead if they don’t need info, and ask questions out of sequence.

As AI continues to mature, customers are expecting their interactions with bots to become more intelligent and capable. Due to its patent methodology, chirrp delivers flexible, responsive interactions to users across industries and channels. Using artificial intelligence, chirrp promises to push chatbot technology into our everyday lives.

– Rosanne Lush [VP of Product]