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Intelligent Natural Language Call Answering

SMARTPITCH 2015Qasim Ashraf, Hassan Naeem, Nabil Khatri and Emad Karim

SMARTER CITIES TRACK & MOST INNOVATIVE APP

THE PROBLEM

• New York City’s 311 is largest system of it’s kind• 12,000 phone calls annually

• Suffers from constant call routing and redundant/repeated calls

• Costs the city over $40 million• Not scalable

CASE STUDY

THE SOLUTION

• Intelligently answers queries using IBM Watson’s natural language processing• Natural language is a key idea; not pre-programmed responses

• intelligently routes calls • Quicker resolved and more resolved tickets leads to customer

satisfaction• Included a robust data analytics platform

BENEFITS OF SMARTCALL VS. OTHER SOLUTIONS

• Other “smart” query response services (whether through voice or text) merely respond with limited or pre-programmed answers• Or used to transfer to human representative

• SmartCall, through the power of IBM Watson can intelligently answer queries on its own• Does not eliminate human representatives• Can utilize unstructured data*

• Data is normally formatted to specific requirements so that a computer can understand it IBM Watson (and therefore SmartCall) on the other hand can process data that doesn’t meet this a conformed format

WHO CAN USE SMARTCALL?

• Though the frame of our proposal focuses on NYC’s 311 as a case study, SmartCall is extremely scalable and flexible:• Government entities and local municipalities• Businesses that handle high call volume or want to automate

parts of call center • Primarily business-to-business

FINANCES SNAPSOT

EXPENSES

Description Cost

Full Time Developers

$500,000

Server Costs $10,000

IBM Fee 8-10%

Marketing $10,000

Employees $300,000

REVENUE

Description Cost

Deployment Fee $150,000*

1st and 2nd year Subscription

10% of savings*

2+ years subscription

$500,000*

Add’l training and support

$20,000*

*The costs to businesses and governments to implement SmartCall is custom quoted based on their needs and requirements. Amount above is a sample quote for NYC’s 311

We’re reinventing the public complaint platform.

www.smartcall.co | hi@smartcall.co