BRND WGN has been on a long journey to find the right partner to bring chatbot technology to Malta. Today, we’re excited to announce a partnership with Clustaar.
Artificial intelligence, machine learning, automation, and AI - these are the latest buzz words as we approach 2020. You've probably stumbled across them watching Netflix or reading article headlines on your Linkedin newsfeed.
Hollywood movies have already warned that the apocalypse is upon us and super-smart robots will be taking over the planet. Civilization as we know it will change forever as computers become self-aware sentient conscience lifeforms.
But before you start rushing to your nearest army surplus store to prepare for the armageddon, this is still very far from becoming a reality. One of the worlds most popular platforms, my trusted Alexa, still tries to order cat food when I ask her to play 'Old Time Road' on repeat.
So you're probably wondering what is all the fuss about, why are big brands like Google, Amazon, IBM and Microsoft investing vast sums of money into this technology and how is this going to affect me, my company and my customers.
How can my brand take advantage of AI?
Big brands are investing in this type of technology because machines are very good at doing specific repetitive tasks. Machines don’t get tired, they're scalable and they often enhance the customer experience. Take for example Chatbots.
Without overcomplicating it, a chatbot is nothing more than a computer program that automates tasks - typically by chatting with a user through a conversational user interface. The more complex the programming, the better the Chatbot will understand natural language and process complex requests. Bots of today are generally programmed by a human via a bot-building platform to identify and answer particular intents (questions/subject areas) asked by a user.
For example, a telco, financial institution or iGaming company has hundreds, if not thousands of pages of FAQs on their website. Sometimes it’s easier for a customer to call a customer care hotline than search through the company's FAQs for the answer. This has led many organisations to employ more and more customer support agents to answer the same repetitive questions over and over again - a chatbot solves this problem.
The advantages of chatbots
A chatbot can answer questions 24 hours a day, 7 days a week. It never gets tired, it never gets angry, it never needs a holiday. And if it doesn’t know the answer it can seamlessly hand over the conversation to a human. Thus easing the pressure placed on HR departments to recruit more and more customer support agents to answer the same questions.
Chatbots can also be continually trained to answer more questions/intents so the bot becomes smarter. Over time brands can add more ‘intelligence' into the bot to automate more tasks and the cycle repeats (often as the tech improves). Win-win.
Customers get the information they're looking for instantly, leading to improved customer retention and better brand experiences. As chatbot interaction becomes commonplace in the way we engage online, brands adopting this new technology will take advantage of better, faster customer experience.
Even though this shift sounds like it will take a while to become normal practice, like all new tech...things change fast.
How do I start?
For most organisations a small but important step before implementing this technology is identifying a simple but focused use-case area for an intelligent chatbot solution, that can have immediate financial rewards.
BRND WGN has been on a long journey to find the right partner to bring chatbot technology to Malta. Today, we’re excited to announce a partnership with Clustaar.
Clustaar is a chatbot platform dedicated to customer support automation for all businesses and apps. The platform is renowned for its user-friendly interface, Natural Language Processing, and machine learning features. What sets Clustaar apart from the rest is the vast integration possibilities provided by our open API and webhook capabilities.
Since their launch in March 2018, Clustaar have been chosen by customers in banking, Fintech, travel, retail, insurance, government administrations, and tech industries. Some of Clustaar's clients include Nestle, SNCF, Schlumberger and startups such as the Lydia App, Dekopay (London) and Bizum (Spain).
What's next?
Want your organisation to become smarter every day? Reach out for a free consultation.
