New-age technologies are gradually heralding the digital transformation of businesses, irrespective of industry or vertical. According to an estimate by IDC, 40% of all technology spending will go towards digital transformation, with enterprises spending in excess of $2 trillion in 2019. Businesses are integrating new-age technologies like virtual assistance platforms, chatbots etc. into their existing technological framework. As a result, companies are reflecting improved revenue and profit figures.
At Talisma, we have combined AI and our Customer Engagement Suite to develop a virtual customer assistance framework that is designed to significantly support and accelerate the larger transformation initiatives of enterprises. Our virtual customer assistance framework makes the most of different advanced new age technologies like Intelligent Ontology Builder, Real-Time Sentiment Analysis, NLP Engine and Machine-Learning Capabilities, which is further discussed in this blog. We, at Talisma, are experienced in using innovative and cutting-edge technologies to deliver solutions that ensure digital transformation across organizations.
Intelligent Ontology Builder
Ontologies help in limiting complexity and organizing information into data and knowledge such that they simplify the problem-solving process. New-gen technologies like ontologies allow shareable and reusable knowledge representation as well as easy addition of new knowledge. By incorporating an Intelligent Ontology Builder into the bots used in our virtual assistance framework, we ensure that the framework can easily perform human-like functions and respond to queries efficiently. For a virtual customer assistance framework, to function properly and facilitate the digital transformation of a business, it must be able to reason like a human and be easy to use as well as navigate. An intelligent ontology builder provides several benefits. Firstly, ontologies are equipped with thinking and reasoning abilities such that they can work with concepts and relationships in a human-like manner. This makes our virtual customer assistance framework equipped to handle all types of queries and issues like a human would. Secondly, ontologies offer easy navigation functionalities, such that users can easily move around without any difficulties. Additionally, ontologies can also help in business transformation by enabling automated reasoning and analysis of data.
Real-Time Sentiment Analysis
Sentiment Analysis or Opinion Mining is one of the most effective tools in understanding customers’ opinions and feelings about your brand, thereby providing an opportunity to transform the customer journey by making it more customer oriented. The Obama administration used sentiment analysis to gauge public opinion during the electoral campaigns in the 2012 presidential elections in the US. Sentiment analysis offers several benefits to organizations, helping in their digital transformation. With this advanced technology, you can exactly understand whether your offerings are resonating with your target customer base and adjust the same if they are not. This ensures that you can consistently provide high-quality customer service, which in turn has a positive impact on revenue and profit figures. At Talisma, our virtual customer assistance framework chatbots allow real-time Sentiment Analysis. Consequently, you can track what your customers are saying about you in real-time, thus giving you the chance to make required changes as and when necessary. By understanding your customers and designing your offerings to fulfil these needs, you can ensure a higher degree of customer satisfaction, thus ensuring a positive business transformation.
NLP or Natural Language Processing is one of the major new age technologies gaining popularity amongst business organizations. An NLP engine helps computer systems generate, process and understand languages like humans would. NLP engines are used to compare text patterns and generate text results based on the same. Search engines like Google and Bing are the best examples of NLP language usage. These engines help in the digital transformation of business organizations by providing several benefits. With NLP engines, you can make sure that your responses are more specific and relevant. Additionally, you can also understand exactly what your customers need from the brand. Our virtual customer assistance bots have been equipped with NLP engine capabilities that can be deployed on-premise or in the cloud depending upon the requirement. Such capabilities help our virtual customer assistance framework provide superior customer service by understanding exactly what the customer is trying to say and providing appropriate responses to the same. This plays a major role in transforming the customer journey and bringing in digital transformation into the organization.
No contemporary technology is as popular as machine learning. With machine learning, systems analyse human data and identify patterns, such that future decisions can be made based on the data, with minimal human intervention. This is especially important if you want to transform your business into a digitally advanced entity, as machine learning helps in gathering valuable data and saving money and time. With machine learning, you can analyse and identify important trends and patterns, automate projects and continuously improve on your offerings to provide the best possible service to your customers. At Talisma, we are experts at using machine learning capabilities to transform the end-to-end customer journey. Our virtual customer assistance chatbots use machine learning to predict common customer queries, analyse trends and offer relevant and appropriate solutions to problems faced by customers. Machine learning as a new age technology can help organizations herald the digital transformation of their processes.
As a corporate entity, it is essential to use new age technologies in order to bring about a business transformation and positive results. Talisma is experienced in using several innovative, advanced and cutting-edge technologies to deliver superior customer journey solutions. In this article, we specifically spoke about our virtual customer assistance framework and how it can help you strategically leverage new age technologies to bring about a complete digital transformation in your organization.