Powering Conversational AI for 10x Enterprises
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Conversational AI powered initiatives
The increasing use of technology in everyday life is changing the way we request for and receive information. It is because of contemporary technologies such as artificial intelligence (AI) that companies today are more empowered to provide a more personalized experience to internal and external stakeholders. By adopting technologies like Artificial Intelligence, Machine Learning and Natural Language Processing, organizations are enabled to simultaneously reduce cost of operations, increase productivity, achieve sales/revenue growth and provide a seamless customer experience.
Let’s look at the various ways in which Artificial Intelligence (AI) and chatbots are influencing the businesses:
Customer Engagement
Connect, converse and convert customers, anytime, in any language to grow your business. Revenue-driven customer engagements are built on rich conversational experiences.
What Yellow.ai can help build for you?
Yellow.ai conversational AI can integrate with 25+ channels across Web, WhatsApp and other channels, with 90+ languages & 100+ tech solution integrations to engage with your customers anywhere, anytime and in any language.
Sales Automation
Imagine if each of your reps had a virtual assistant automating the repetitive and error-prone tasks related to managing leads. Thereby, grow your deal pipeline. Ensure all your leads are followed-up, qualified, and nurtured. Finally, convert more leads into opportunities at scale.
What Yellow.ai can help build for you?
Yellow.ai’s conversational AI can enrich the buying experience of every user to turn them into loyal customers
WhatsApp for Business
Connect with millions of customers on WhatsApp with your verified WhatsApp Business Account. Whether it is to send notifications or to engage in a conversation, WhatsApp has become the ubiquitous conversational tool, accepted by customers and brands alike.
What Yellow.ai can help build for you?
Yellow.ai’s conversational AI can 10X your brand’s customer engagement by having meaningful conversations on WhatsApp to increase brand engagement, aid product discovery, offer customer support and more.
Knowledge Management
Most KM systems today are dependent on a site structure which requires users to have a mental roadmap of which information is stored in which location. A search option may provide good results, but not directly the required information which is stored in those search results. A bot, in this case, takes you straight to the required information while showing you the reference source, saving everyone’s time and providing access to the right information required.
What Yellow.ai can help build for you?
A Knowledge Management bot that predicts what users want to see, depending on the context and provides direct responses (especially direct answers), with links back to the source content.
Document Cognition
Enterprises today have multiple data repositories across Document Management Systems, Cloud, HR Management systems, Standard Operating Procedures, Training and Enablement tools, Regulatory/Compliance and other policy documents etc. This becomes even more complicated and difficult to access in the case of documents that are obsolete but still present in the repository, duplicated documents or documents with multiple versions. A bot helps a user cut through the noise and access the right and relevant document for their purpose.
What Yellow.ai can help build for you?
A Document Cognition bot that engages with the user and provides the required document/policy in real time by searching across multiple data repositories.
Supply Chain and Logistics
An efficient supply chain and logistics cycle requires organized workflows to address inadequate inventory to fulfill demand, supply shortages and logistical uncertainties, inefficient user information management to monitor order to cash (OTC) processes. A bot can provide a conversational interface for these operations where right from placing orders to processing payments and tracking orders, bots can take up all high volume tasks. With easier data retrieval and better interaction with ERP systems, bots are instrumental in transforming the user experience.
What Yellow.ai can help build for you?
A bot available 24×7 that answers queries related to procurement, logistics and supply chain enabling users to have an end to end view of the entire cycle.
Manufacturing Audit Process
Today, customers expect nothing less than products of the highest quality. Thus, it is highly important for manufacturers to conduct regular process audits to assure customer expectations are met. A bot helps in automating repetitive, manual tasks in different steps of an audit process, thus increasing overall efficiency and minimising errors in audit reports.
What Yellow.ai can help build for you?
A bot that complements the audit process and ensures timely recording and analysis of information. In addition, it acts as a single platform recording process details, problems, key personnel information and follow up for next steps post audit.
Vendor Management
Access to the right vendor information and onboarding them is one of the biggest issues for organisations due to the need of accessing multiple applications, unnecessary paperwork and multiple stages of approvals involved. This leads to a longer process cycle thereby delaying subsequent processes. A bot helps organisations eliminate these challenges and provide a seamless vendor management experience.
What Yellow.ai can help build for you?
A vendor management bot that automates the entire cycle right from vendor onboarding to order fulfillment.
Contracting and Invoice Processing
Traditionally, contract management and invoice processing are the areas with a high number of repetitive human tasks to be performed. A bot helps in reducing human effort and thus saves time and enables a seamless process.
What Yellow.ai can help build for you?
A contract management bot that saves time and automates repetitive human tasks from contract fulfillment to payment processing.
IT Service Management
Most ITSM tools today require a tremendous amount of effort to train users and increase digital adoption. Once an ITSM tool is deployed, organisations spend huge amounts of money to get users register their queries and provide required user support in a short span of time. A bot can act as a single unified helpdesk for enhancing the technical support required by users.
What Yellow.ai can help build for you?
An ITSM bot that acts a single technical helpdesk for all IT-related queries in an organization. This can be integrated with any existing ticketing / incident management tool in place to ensure quicker TAT for all IT helpdesk queries.
Spare Parts Management
This is one of the key processes in a manufacturing scenario due to the need to get the right equipment at the right time in order to prevent downtime. However, there are economical risks associated with storing spare parts which may turn defective, never be used or costs relating to maintaining spare parts inventory. A bot can help you eliminate these risks by optimising the spare parts management system to ensure you keep running your operations smoothly.
What Yellow.ai can help build for you?
A Spare Parts Management bot that combines your spare parts requirements with the current operations and sends out requests for additional parts that you need.
Technical Support
One of the major areas of expenditure for equipment manufacturers is the cost of providing technical support to end-users as well as on-ground technicians who visit when there are any equipment issues. A bot simply acts as the channel in between that pulls out the relevant solution from the organisation’s internal repository and resolves queries from these end-users or technicians.
What Yellow.ai can help build for you?
A dedicated technical support bot that identifies incoming queries regarding equipment defect, malfunctioning etc. and provides relevant answers to resolve them. These queries may be categorized as L1 (for end-consumers) or L2/3 (for engineers).
Order Management
Enterprises today spend a lot of time in documentation and paperwork as well as raising requests and fulfillment when it comes to an order management process. There is also a bias when it comes to humans allocating specific orders to suppliers. A bot helps you overcome these challenges by creating specific automation routines to optimise the order management process.
What Yellow.ai can help build for you?
A dedicated order management bot to seamlessly carry out:
Customer Support
Customer experience is one of the most important metrics for enterprises today, it can make or break any organisation. Currently, in a 6-minute customer service call, 75% of the time is devoted to agents doing manual research, with valued customer interaction at a dismal 25%. With the help of a chatbot, customers can reach out to you via various channels and this helps you engage with them in a better manner and ensure stickiness in the longer run.
What Yellow.ai can help build for you?
A customer support bot that helps you free up call center employees from routine tier-1 support requests so they can focus on more complex tasks.
HR Automation
Providing an efficient HR process and policy is one of the key factors in determining employee productivity for an organisation and a bot can act as a one-stop solution for all your HR needs.
What Yellow.ai can help build for you?
One-stop HR Digital Assistant solution that covers the entire employee lifecycle from recruitment onwards and makes various activities for employees highly efficient.
Personal Shopper
Coronavirus is inducing changes in consumer behavior and business models that may well persist after the crisis abates. One of these is the way we order food and other goods from brands.
What Yellow.ai can help build for you?
Yellow.ai’s conversational AI can provide an automated solution with the following use cases across Web, WhatsApp and other channels.
Customer Engagement
Connect, converse and convert customers, anytime, in any language to grow your business. Revenue-driven customer engagements are built on rich conversational experiences.
What Yellow.ai can help build for you?
Yellow.ai’s conversational AI can integrate with 25+ channels across Web, WhatsApp and other channels, with 90+ languages & 100+ tech solution integrations to engage with your customers anywhere, anytime and in any language.
- Capture Leads – Deploy a virtual assistant to connect, converse and qualify leads to deliver MQLs
- Answer FAQs – 65% of customer’s queries are repetitive. Let digital assistants take care of them
- Aid Product Discovery – Surface relevant product information based on visitor’s persona and unique insights
- Launch Smart Promotions – Launch a promotion at the right time and the right place to seal the deal
- 24/7 Customer Engagement – Engage customers round the clock with on-demand FAQ answering, quiz, gamification and more
Sales Automation
Imagine if each of your reps had a virtual assistant automating the repetitive and error-prone tasks related to managing leads. Thereby, grow your deal pipeline. Ensure all your leads are followed-up, qualified, and nurtured. Finally, convert more leads into opportunities at scale.
What Yellow.ai can help build for you?
Yellow.ai’s conversational AI can enrich the buying experience of every user to turn them into loyal customers
- Qualify Leads – Move leads from MQLs to SQLs with virtual assistants conversing and updating your CRMs
- Schedule Meetings – Deploy a virtual assistant to help you schedule meetings, block calendars and send timely reminders
- Sales Analytics – Let AI keep you informed on the key metrics like revenue, product performance and more
- Product Information – Create a go-to knowledge bot for your sales team’s quick reference on-demand
- Insightful Up-selling – Intelligently surface products your customers are likely to upgrade to
- Insightful Cross-selling – Let AI be your salesman recommending products your customers are more likely to purchase
WhatsApp for Business
Connect with millions of customers on WhatsApp with your verified WhatsApp Business Account. Whether it is to send notifications or to engage in a conversation, WhatsApp has become the ubiquitous conversational tool, accepted by customers and brands alike.
What Yellow.ai can help build for you?
Yellow.ai’s conversational AI can 10X your brand’s customer engagement by having meaningful conversations on WhatsApp to increase brand engagement, aid product discovery, offer customer support and more.
- Send Notifications – Use WhatsApp to send critical notifications. From payment updates to flight notifications to booking confirmations and more
- Engage Customers – There’s no better way to engage with leads, prospects and customers than connecting with them on WhatsApp. Engage where your customers are.
- Offer Customer Support – Customers world over are preferring to chat with virtual assistant to get their queries resolved faster. And WhatsApp is the most preferred mode of conversations with friends and businesses alike.
- Engage Employees – Before an employee joins the company, there are many conversation points, interview scheduling, asking support, getting a culture walkthrough. All this and more can be automated on WhatsApp
- Conversational Ad Units – In a first of it’s kind implementation, you can now capture 100% of your leads from digital channels and converse with them instantaneously on WhatsApp
- QR Code to WhatsApp – Converge your customers on to WhatsApp by allowing them to scan a QR Code and engage with you on WhatsApp
Knowledge Management
Most KM systems today are dependent on a site structure which requires users to have a mental roadmap of which information is stored in which location. A search option may provide good results, but not directly the required information which is stored in those search results. A bot, in this case, takes you straight to the required information while showing you the reference source, saving everyone’s time and providing access to the right information required.
What Yellow.ai can help build for you?
A Knowledge Management bot that predicts what users want to see, depending on the context and provides direct responses (especially direct answers), with links back to the source content.
- Organize information (knowledge) better at the back-end as compared to a standard site structure
- Get only the required information with the option to check its source if needed
- Define most sought-after queries (high-value information) and provide standard answers for them
- Minimize user training with respect to knowledge management
Document Cognition
Enterprises today have multiple data repositories across Document Management Systems, Cloud, HR Management systems, Standard Operating Procedures, Training and Enablement tools, Regulatory/Compliance and other policy documents etc. This becomes even more complicated and difficult to access in the case of documents that are obsolete but still present in the repository, duplicated documents or documents with multiple versions. A bot helps a user cut through the noise and access the right and relevant document for their purpose.
What Yellow.ai can help build for you?
A Document Cognition bot that engages with the user and provides the required document/policy in real time by searching across multiple data repositories.
- The platform can hook into your multiple systems of records (e.g. ERP, Google drive, Diadoc, etc.) and process thousands of files in multiple formats (doc, pdf, excel, etc.) to automatically search across files and respond to user queries
- Access to information from structured, semi-structured and unstructured documents
- Processing of scanned text (including handwriting) using optical character recognition (OCR)
- Auto-filling of forms and online documents using data extracted from other digital documents
- Filter out duplicate/ obsolete documents and outdated versions of updated documents
Supply Chain and Logistics
An efficient supply chain and logistics cycle requires organized workflows to address inadequate inventory to fulfill demand, supply shortages and logistical uncertainties, inefficient user information management to monitor order to cash (OTC) processes. A bot can provide a conversational interface for these operations where right from placing orders to processing payments and tracking orders, bots can take up all high volume tasks. With easier data retrieval and better interaction with ERP systems, bots are instrumental in transforming the user experience.
What Yellow.ai can help build for you?
A bot available 24×7 that answers queries related to procurement, logistics and supply chain enabling users to have an end to end view of the entire cycle.
- Get regular shipping updates and predict/prevents any delays
Auto-escalation via the chatbot platform - Real-time updates regarding orders, inventory, payments etc.
- Automatically trigger rule-based workflows through RPA integration
Order tracking in real-time for goods in transit - AI based verification and appropriate approval routing to the right stakeholder
- Tracking of the goods in transit
- Advance shipment notice generation and exception alerts
- Customs and shipment docs creation and presentment
- Daily delivery routing and carrier selection decisions
Manufacturing Audit Process
Today, customers expect nothing less than products of the highest quality. Thus, it is highly important for manufacturers to conduct regular process audits to assure customer expectations are met. A bot helps in automating repetitive, manual tasks in different steps of an audit process, thus increasing overall efficiency and minimising errors in audit reports.
What Yellow.ai can help build for you?
A bot that complements the audit process and ensures timely recording and analysis of information. In addition, it acts as a single platform recording process details, problems, key personnel information and follow up for next steps post audit.
- Advance announcements, alerts and notifications regarding processes/machines to be audited
- Collect information from relevant users regarding process problems and corrective actions required for further follow up
- Notify people affected as part of the audited process (workers, department personnel and so on)
- Monitor follow ups and get real-time updates regarding corrective actions as a result of the audit.
Vendor Management
Access to the right vendor information and onboarding them is one of the biggest issues for organisations due to the need of accessing multiple applications, unnecessary paperwork and multiple stages of approvals involved. This leads to a longer process cycle thereby delaying subsequent processes. A bot helps organisations eliminate these challenges and provide a seamless vendor management experience.
What Yellow.ai can help build for you?
A vendor management bot that automates the entire cycle right from vendor onboarding to order fulfillment.
- AI-assisted approved vendor list
- Launching, administration and AI based scoring
- Supplier performance monitoring and risk profiling alerts
- Automated award of contracts for low-value, low-risk bids
- Vendor registration and onboarding (including due diligence across systems)
- Process scanned documents using OCR/Image processing
- Get level 1 vendor queries answered automatically by the bot
- Creation of purchase order
Contracting and Invoice Processing
Traditionally, contract management and invoice processing are the areas with a high number of repetitive human tasks to be performed. A bot helps in reducing human effort and thus saves time and enables a seamless process.
What Yellow.ai can help build for you?
A contract management bot that saves time and automates repetitive human tasks from contract fulfillment to payment processing.
- AI based algorithm for template and clause recommendation
- Digitalisation and documentation of contract info across systems
- Creation of contract rate tables and rule based indexing mechanisms
- Image Processing and OCR to digitise hard copy invoices
- AI based invoice verification and approval routing
- Chatbot assisted payment issue resolution and query processing
- Tax code verification and compliance
IT Service Management
Most ITSM tools today require a tremendous amount of effort to train users and increase digital adoption. Once an ITSM tool is deployed, organisations spend huge amounts of money to get users register their queries and provide required user support in a short span of time. A bot can act as a single unified helpdesk for enhancing the technical support required by users.
What Yellow.ai can help build for you?
An ITSM bot that acts a single technical helpdesk for all IT-related queries in an organization. This can be integrated with any existing ticketing / incident management tool in place to ensure quicker TAT for all IT helpdesk queries.
- FAQs automatically handled without the need to raise tickets.
- Create and update incidents, update passwords (complete integration with AD)
- Ordering items and purchase management
- Ticket tracking integrated to the central ticketing system (like BMC Remedy, ServiceNow, Jira Service Desk etc.)
- Facilitating lookups for access requests.
- Monitoring and Alerting
Spare Parts Management
This is one of the key processes in a manufacturing scenario due to the need to get the right equipment at the right time in order to prevent downtime. However, there are economical risks associated with storing spare parts which may turn defective, never be used or costs relating to maintaining spare parts inventory. A bot can help you eliminate these risks by optimising the spare parts management system to ensure you keep running your operations smoothly.
What Yellow.ai can help build for you?
A Spare Parts Management bot that combines your spare parts requirements with the current operations and sends out requests for additional parts that you need.
- Utilize the necessary spare parts repository to establish a channel-based communication with selected vendors
- Keep spare parts inventory low and use the platform to order relevant parts as and when required
- Enhanced part visibility so your supply chain can show where the need is and where the parts are headed
- End to end view and analytics around spend on spare parts to take business decisions regarding optimization of expenses
Technical Support
One of the major areas of expenditure for equipment manufacturers is the cost of providing technical support to end-users as well as on-ground technicians who visit when there are any equipment issues. A bot simply acts as the channel in between that pulls out the relevant solution from the organisation’s internal repository and resolves queries from these end-users or technicians.
What Yellow.ai can help build for you?
A dedicated technical support bot that identifies incoming queries regarding equipment defect, malfunctioning etc. and provides relevant answers to resolve them. These queries may be categorized as L1 (for end-consumers) or L2/3 (for engineers).
- Act as a channel for resolving equipment issues by providing technical support
- Enable technicians with relevant text, videos or instructions to restore faulty equipment
- Reduce costs related to providing technical support manually
- Reduce costs related to incoming L1 queries coming in from customers
Order Management
Enterprises today spend a lot of time in documentation and paperwork as well as raising requests and fulfillment when it comes to an order management process. There is also a bias when it comes to humans allocating specific orders to suppliers. A bot helps you overcome these challenges by creating specific automation routines to optimise the order management process.
What Yellow.ai can help build for you?
A dedicated order management bot to seamlessly carry out:
- Chatbot-assisted and voicebot assisted selection and ordering integrated to your ERP
- Human bias free allocation of volume across suppliers
- Tracking and analytics over all purchases made on a channel of choice (ex: WhatsApp)
- Automated award of contracts for low-value, low-risk bids
- Chatbot assisted approvals and escalations on group chat
- Supplier performance monitoring and risk profiling alerts
Customer Support
Customer experience is one of the most important metrics for enterprises today, it can make or break any organisation. Currently, in a 6-minute customer service call, 75% of the time is devoted to agents doing manual research, with valued customer interaction at a dismal 25%. With the help of a chatbot, customers can reach out to you via various channels and this helps you engage with them in a better manner and ensure stickiness in the longer run.
What Yellow.ai can help build for you?
A customer support bot that helps you free up call center employees from routine tier-1 support requests so they can focus on more complex tasks.
- 24×7 multilingual customer support on voice and chat
- Omni-channel support (25+ channels) for customers and one single view of all requests for the organization
- Transfer to a live agent in case of complex queries
- L1 customer queries regarding products
- Resolve minor equipment issues by providing standard operating instructions
- Ability to book appointment for technician visits
HR Automation
Providing an efficient HR process and policy is one of the key factors in determining employee productivity for an organisation and a bot can act as a one-stop solution for all your HR needs.
What Yellow.ai can help build for you?
One-stop HR Digital Assistant solution that covers the entire employee lifecycle from recruitment onwards and makes various activities for employees highly efficient.
- Employee onboarding – Make it easy for new hires to complete all formalities using a task list where they can update the status of their tasks. FAQ to answer all their queries from “Where is the coffee machine?” to “Can you show a map of the office?” in a simple, intuitive interface.
- New Hire Orientation – Help candidates to enroll in company programs, Guide the new hires through the company policies, Help employees understand the organizational structure and core values
- Payroll Management – Employees can access their salary, tax and PF related details anytime, anywhere – all from one place. Details get updated automatically each month.
- Event Scheduling – Employees can schedule meetings quickly using simple messages like, “schedule a meeting at 2 today and invite the entire marketing team.”
- Task Management – Personal task management system with features like Pomodoro Timer, reminders and checklists to maintain focus and boost productivity
- Ticket Management System – Assign, escalate, prioritize and update tickets directly through integrations with your enterprise ticket management system provider
- Reimbursement Processing – Employees can apply for reimbursement through the bot and the bot can automatically process scanned/submitted documents using OCR/image processing to approve applications
- Goal Setting and performance management – Personal goal setting and performance management with friendly human-like reminders. Reports can be generated to analyze bottlenecks in performance
Personal Shopper
Coronavirus is inducing changes in consumer behavior and business models that may well persist after the crisis abates. One of these is the way we order food and other goods from brands.
What Yellow.ai can help build for you?
Yellow.ai’s conversational AI can provide an automated solution with the following use cases across Web, WhatsApp and other channels.
- Precise Recommendation – Personal shopping assistant will recommend based on the user personality, history orders/chats
- Product Discovery – Assistant will help users to search for relevant products based on the context (eg: gift)
- Product Queries – User can ask queries to the assistant about why a particular product is good, similar to the questions that they usually ask a sales assistant in a store
- Compare – Assistant can compare products in real-time
- Order placement – User can place an order and make a payment on the assistant
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Why Get Yellow.ai with CRG?
As a Yellow.ai official Partner, CRG has the rich experience of RPA platforms and expertise with Yellow.ai Cognitive Solutions to quickly help you with solutions that enables you to take your organization to the next level with improved customer and stakeholder experience.