Client background and business context

  • Client profile: companies active in either the financial services, manufacturing, or retail industries. 
  • Proposed solution: RPA- and conversational-AI-based customer support. 

Challenges

Steady business growth is closely linked to optimal, professional customer care, which is one of the many things virtual assistants are very good at. In today’s fast-paced, digitally powered world, the demand for quick and highly accurate information is constantly growing. In this context, the optimal implementation of resources is crucial for companies to gain a competitive advantage. Virtual assistants can be implemented within a multitude of channels or environments, they work perfectly 24/7, and they can even be trained to respond to your customers with personalised messages and offers. 

Our approach

Conversational artificial intelligence (AI) is a new IT paradigm that is slowly taking over the way we consume (and expect to consume) technology and, ultimately, any technology-infused product or service. Given this evident evolution powered by modern IT technologies – RPA, AI, ML – future human–computer interaction models will inevitably involve virtual characters supporting both enterprises and end users.

We aim to understand exactly what challenges need to be solved for our clients to move forward quickly and to be better suited to the fast-paced business world we’re in today. 

Enter Elli-AI, a multi-channel, outcome-driven virtual agent that acts as an expert human-like interface to enterprise operational systems, quickly and consistently solving service tasks at scale. Its mission: both internal and external positive impact on engagement, cost reduction, and a company-wide boost in efficiency and speed as well. 

Our projects start with a discovery workshop, at the end of which strategic goals and objectives are laid out. We understand where our client’s focus is for the next month, the next quarter, the next year, and how we, with the help of Elli-AI, can best enable them to do their best against their competitors, as well as for their customers. 

We provide a thorough ROI analysis of the proposed digital solution, Elli-AI, our virtual assistant developed in-house and specifically programmed to meet our client’s business needs. Decisive KPIs are specified as well. 

Having all this information, we can move on to fully determining the solution: the solution scope, a prototyping roadmap, as well as an estimate of the production timeline and the necessary investment. 

Next, we’re ready to develop the prototype as planned. We assess the results and adjust priorities if necessary.

We stay on the project for post-launch monitoring and optimisation to ensure that the solution is exactly what our client needs to perform better, whether internally or externally. We monitor the established KPIs, optimise the solution accordingly, and adjust KPIs if necessary. 

Our aim is to be both efficient and effective in responding to our client’s challenges and concerns: we employ technical and business know-how in order to provide our clients with the right digital solutions, optimally designed and developed to fit their business needs perfectly. 

Technologies used in this case study

Technologies

  • Cognigy
  • Google DialogFlow
  • Microsoft Luis
  • UiPath

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