Sophisticated chatbots built with cognitive computing
ZUMATA is using cognitive computing to help companies do more with less and gain a powerful competitive differentiator, building sophisticated chatbots that can offer reliable assistance to consumers. Using natural language processing (NLP), ZUMATA’s custom-built chatbots can converse in an intuitive fashion, allowing users to ask casually worded questions such as “How much do I have left in my account?” or “What happens if I cancel my reservation?” The system can understand the intent of these queries and recognize multiple languages, extracting keywords and identifying relationships to execute a search within a corpus of structured and unstructured data. When it gathers enough qualifying information from the user, the chatbot responds with a relevant answer—or it can pass the interaction to a human agent for follow-up. Machine learning algorithms at the heart of the solution make it possible for the chatbot to become increasingly accurate in understanding natural language and returning appropriate content.
Routine interactions automated
With the cognitive chatbot offering, ZUMATA is helping companies in the travel, financial services and insurance industries, and beyond cope with rising expectations in their contact centers. By automating many routine interactions, ZUMATA’s custom-built chatbots can help contact centers do more with the staff they already have, scaling up to accommodate increasing volumes while keeping costs low. The chatbot solutions can answer questions more quickly and consistently than human agents can, creating an intuitive and satisfying consumer experience that can boost Net Promoter Scores and differentiate companies from their competitors. For ZUMATA, the chatbot offering establishes a new revenue stream and helps the company expand into new markets around the world, broadening its coverage beyond the travel industry.
ZUMATA is bringing cognitive computing solutions to multiple industries, helping companies join the front line of innovation and transform their customer service experiences with custom-built chatbots. Using NLP and machine learning, the chatbot technology can engage in conversation, ask intelligent questions and respond with relevant content, becoming more accurate over time.
Customer service is a key concern in practically every industry, with companies scrambling to meet rising consumer expectations while managing costs. In the past, companies could invest either in additional staff or in interactive voice response (IVR) systems to keep up with growing volume—neither of which meet conditions of both low costs and convenience. Now they can add cognitive chatbots to the mix, giving consumers a more intuitive interface for faster, more reliable service and setting themselves apart from the competition.
Every implementation will have a unique corpus of data, typically including unstructured content in the form of past customer interactions from CRM systems, chat logs and call transcripts. The corpus also may include structured and unstructured frequently asked questions (FAQs) and product descriptions.