Business challenge

As contact center volumes grow, companies must find ways to cover more ground while keeping costs and staffing levels under control, while consumers expect convenient and speedy assistance.

Transformation

ZUMATA uses cognitive computing to build sophisticated chatbots for companies in travel, banking, finance and other industries wanting to differentiate their customer service.

Results

Scales up contact centers

for ZUMATA’s customers without adding headcount

Increases consistency

in customer service by automating responses

Broadens client coverage

by allowing ZUMATA to serve industries beyond travel, including banking and insurance

Business challenge story

Customer service a difficult challenge

No matter the industry, today’s consumers expect a personalized experience, but they don’t necessarily want to speak with a human being for assistance. Meanwhile, companies are looking for ways to cut costs in the contact center while continuing to handle increasing volume. ZUMATA recognized the value in automating simple customer service interactions for its customers, alleviating pressure on contact centers while helping deliver a differentiated customer experience. Building on its previous success with cognitive computing, ZUMATA aimed to develop custom-built conversational agents based on IBM® Watson™ services, expanding its market and establishing itself as a leading technology innovator.

“Using cognitive computing, we can provide higher customer service levels and net promoter success while reducing operating costs.”

—Josh Ziegler, Chief Executive Officer, ZUMATA

Transformation story

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.

Results story

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.

About ZUMATA

ZUMATA is the only artificial intelligence-powered hotel distribution and technology company. Through partnerships with IBM Watson, Expedia, Amadeus, and DHISCO, ZUMATA solves a wealth of hotel distribution challenges. In addition to hotel distribution and travel technology, ZUMATA is using its cognitive capabilities to enable automated advisory and customer service to companies within a wide range of industries including travel, banking, finance, and more. Founded in 2010, ZUMATA is headquartered in Singapore.