marketing insights ai nlp assistant

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CASE STUDIES

Table of Contents 1 Marketing Insights AI NLP Assistant ............................................................................................ 12 HR AI NLP Assistant ..................................................................................................................... 53 Customer Support .......................................................................................................................... 8

1 Marketing Insights AI NLP Assistant The Problem Enterprises spend a lot of resources and time on gathering key information on the markets they sell/operate in. A dedicated team of market analysts are always on the lookout for information on prospects, clients, competitors, industry trends and more. The process of data assimilation also needs to be backed by verification, sorting and tagging so as to be referenced by the marketing and sales teams. The entire process is heavily resource dependent, inherently inefficient and not easily scalable to support new insight requests or business strategies that are driven by the marketing team. The Solution Marketing Assist, the enterprise AI assistant that helps with relevant information to support marketing and sales activities. Marketing Assist works with structured and unstructured data sources to make sense of large amounts of data and return consumable information based on natural language queries. The product integrates with internal data repositories and subscribed data sources to fetch information in real time across company, people, industry and other categories. The product is self learning and can be customised to give proactive recommendations to support specific sales/marketing activities targeted by account manager or user. Marketing Assist makes the process of information research supremely efficient and intuitive. Analysts can quickly search for company and people information, and can qualify data sources for the marketing teams to use. Marketing and sales teams can access information on the go via a bot that is always available. The system searches across internal data repositories such as Sharepoint and SFDC, as well as external websites and feeds, thereby allowing users to quickly pick and choose from a large set of data to build custom reports focused at specific industry/clients. Features

• Build custom reports in seconds based on custom search for companies • Integrate with Skype for Business, CRM, Sharepoint, etc. • SSO/AD integration for secure access and personalisation. • Export reports to PPT, PDF and share to linked accounts. • Export report snippets to excel, e-mail. • NLS for all your data, both structured and unstructured. • Natural language interface for custom queries on spending, trends, executives, etc.


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• Bot interface for quick access on mobile. • Integrates with Sharepoint repositories • Custom insights via Sales Force (SFDC) integration • Generate custom heatmaps and recommendations by company • Query and build custom reports for any company/product/vertical • Quick access to specific playbooks by client and product

Result Reduction in time taken by analysts to build custom reports on companies and product markets Made the process of consumption of custom information by marketing more intuitive and efficient Saved on time and money Helps scale marketing strategies easily with real time, relevant insights Stake Holders Interacting Analysts – For generating reports on platform Sales Team – Bot on Intranet and Skype for business for getting insights into data driven sales for a specific company CXO – Insights into talking points for panel discussions, meetings, etc.


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2 HR AI NLP Assistant

The Problem HR department has the core focus of: a) hiring the right people for the job b) Equipping them with relevant skills to perform c) Retaining talent. The employees on the other end have the core focus of contributing to the enterprise using their skills and training. However, with the complexity of the modern day work space there are many policies and processes that employees have to understand apart from their job and have to learn about these things by either devoting time to understand the policies, or check with their peers (thus consuming their time as well) or go to HRD. Thus HRD is now increasingly spending time answering repeated questions on processes and enabling simple transactions that could instead be done automatically using a natural language interaction. The solution An AI NLP bot that understands natural language inputs and reads the documents or extracts information from the HRMS without involving the HR team. It is found that a good implementation manages almost 90 percent of this communication effort and time and relieves almost 30% of the entire team's time which can then be used to ensure employee needs and well-being as a whole. How does NLPBots do it NLPBots is a platform that can semantically understand natural language inputs, process it over structured and unstructured databases and generate natural language responses that can actually terminate in an action. When trained on HR specific use cases, it reads and understands the policy, process documents, integrates with the HRMS using their APIs and generates responses to employee queries in real time. It can also take action by processing a leave application by checking the status, availability of leave and making the application entry in the leave management software. On the other end it sends notification to the approver who can then approve it on their chat interface itself! Benefits For the employee 1. Can engage in the channel of their choice (24 / 7 access from anywhere) 2. Personalised interactions -the bot remembers you 3. Instant action For the Enterprise 1. Cost and time savings for the HR department -Faster ROI 2. Increased employee engagement 3. Employee insights 4. Manage Scale


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3 Customer Support

A major telecom company with customer support call center in India.

The Problem

1. Support was available only during normal business hours

2. 5000 Man team to handle the customer chats

3. They were looking at increasing the man power to handle increase in customer interactions

4. They wanted to reduce the wait times for customer as well as offer 24x7 support for most of the users

5. User authentication itself was taking approximately 5 minutes of the agent time.

The Solution

AI NLP Assistant for pre-paid customers to handle the following scenarios:

- User Authentication (All users are authenticated by the assistant)

- Provide account related information (account balance, tariffs and bolt ons in the account etc.)

- Provide information about boltOn/tariffs

- Add a BoltOn for the customer based on request

- Renew BoltOn for the customer

- Remove a BoltOn for the customer

- Add Tariff to the customers existing account

- Modify Tariff for the customer

- Handle grieviances, Refund and Complaints (escalate to live agents after authentication)

- Unlatching a SIM (escalate to appropriate agent queue after authentication of the customer)

Deployment

On the customer web portal

Integrations - CRM, Egain, Synergy, SMP etc.. (7 different databases)

Customer Interaction History used as training data


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Benefits

1. The customer wait times reduced to few seconds from upwards of 5 minutes

2. Saved agent time spent on customer authentication for 100% of instances.

3. 70% of all pre paid customer interactions are managed without any manual interaction

Identifiying the user and taking on a path for automated problem resolution.


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CUSTOMER SUPPORT ASSISTANT

marketing insights ai nlp assistant

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