Technologies

An Enterprise Grade Natural Language Processing Platform - to Automate Business Conversations Across Chat, Email and Voice


Abstract/Technology Overview

This AI-based solution uses Natural language Processing (NLP) and advanced Machine Learning (ML) to automate every step in the sales funnel, right from lead capturing, to persistent and polite follow-ups until they become ripe for human takeover.

The solution is a combination of two AI-based modules - the website chat module and the email follow up module. Together, it is a one-stop solution for sales teams, allowing them to:

  • Capture leads more efficiently using a chat interface

  • Engage leads with human-like conversations to set up meetings/demos

  • Answer first level queries without human involvement

  • Run 1-1 email marketing campaigns

  • Follow-up persistently

  • Monitor lead behavior throughout the funnel, to help design better marketing campaigns


Technology Features, Specifications and Advantages

This technology is an AI-powered lead engagement and follow-up robot that replaces traditional website chats with its 24/7 available chat interface. It talks naturally to leads on your website via chat and on email using Machine Learning and Natural Language Processing. The email follow up interface automates traditional email marketing, making multiple follow-ups not only easy but also efficient.

Using our solution, sales representatives can capture leads and run multiple campaigns simultaneously, without investing 100% of their time in monitoring them. The AI engine scans and sorts the leads according to the response type (just like a human would contextually) and sends only the warm or hot ones for further correspondence.

Some of the features that make it a trailblazer in sales and customer service automation are:

  • Meeting setup/call back directly from the interface

  • Emotion and sentiment analysis of the lead responses

  • Multi-channel support - Website, Mobile Apps, Facebook, Skype, Twilio

  • Bot-to-human takeover

  • Bot analytics to help users know how to make better campaigns

  • Varied responses (card, text, list, button, quick, fallback)

  • Customisable themes and messages

  • Live agent integration for human intervention whenever needed

  • Amazon Alexa-powered digital concierge

  • Image recognition

  • Text and speech recognition


Potential Applications

This technology uses advanced AI algorithms and conversational intelligence to give sales and customer service teams, unprecedented leverage in understanding customer needs and sentiments. It is helping clients with:

1. LEAD ENGAGEMENT (SALES)

  • Talks to leads like a human sales representative

  • Sets up meetings with sales team

  • Collects prospect data

  • Integrates with existing customer relationship management (CRM) software

2. CUSTOMER SERVICE

  • Answers common questions

  • Provides instant response

  • 24/7 customer service

  • Reduces customer waiting time


Customer Benefit

80% of sales representatives do not follow up after the second attempt, while most conversions happen after the fourth. This AI solution is designed to help sales teams follow-up better. It helps in bridging the gap between lead generation and lead conversion by:

  • Personalizing at scale - All the emails are 1-to-1 and not mass newsletters. The bots can read and understand responses.

  • Revitalizing all lead sources - Including old leads, trade show leads, gated content leads and website leads.

  • Following up persistently - It sends persistent follow-ups at an ideal cadence, ensuring the sales teams never miss a prospect. Follow-ups are with the objective of setting up a meeting or demo.

  • Removes grunt work - Manages day-to-day grunt work while the sales teams focus on the creative aspect of the sales strategy.

OVERVIEW
Technology Owner

Merlin Marcos

Company

WS GROUP PTE LTD

Technology Category
  • Artificial Intelligence
  • Enterprise & Productivity
  • Natural Language Processing & Semantic Technology
  • Speech/Audio Analysis
Technology Status
  • Available for Licensing
Technology Readiness Level
  • TRL 9
Keywords

Enterprise Lead Engagement, AI Bot, Email Follow-up Bot, Integrated AI Chatbot, Conversation Bot, Enterprise Lead Follow-up, Enterprise Chatbot Platform, Lead Conversation Bot, Lead Engagement Bot, Lead Follow-up Bot, Email Marketing Robot