An Estonian SME has developed an artificial intelligence based automated messaging solution that allows companies to take better care of their customers. The team has built a proprietary text analysis platform that is capable of analyzing the text in various messaging applications. Through automation companies can engage their customers more effectively and reduce the costs of customer service. The SME is looking for industry partners for a commercial agreement.
The Estonian SME is an IT company with a focus on developing state-of-the-art data technologies such as machine learning (ML) and artificial intelligence (AI). The developed text and image analysis platform is able to determine the intent of users in various messaging applications or chat windows. As such, the developed platform has two unique value propositions.
Firstly, it is possible to automate answers to many of the common customer service questions. The text-based bots are skilled in serving the right type of information across a wide variety of data sources to customers in a quick manner without errors. This increases the number of satisfied customers helping businesses to grow.
Secondly, through implementing the platform, companies can more effectively use its work force. The simple and most common answers will be provided by bots allowing customer service representatives to focus on more complex and value-adding operations.
The main differentiating factor of the developed platform is in the text analysis logic that is powered by AI. In text analysis Recurrent Neural Networks (RNNs) are used to analyze the customer’s text input and their intent. This happens by going through the entered text letter by letter and analyzing the text associations in context of the sentence. Intent predictions are based on the learning that the platform has made from analyzing text in both supervised and unsupervised manner. Thanks to this, the text is categorized and the intent of the user can be determined.
The SME is looking for industry partners with exposure to high number of customers (e.g. active in the service industry) and a presence in social media where the platform could be applied. The type of partnership considered is a commercial agreement with technical assistance.
- Specific area of activity of the partner: Type: Industry, SME-s
Activity: Industry partners are sought with exposure to high level of customer service activities and a presence in social media.
Role: Commercial partners to deploy the technology into customer service systems and call centres to automate customer service.
The main competitive edge of the platform is that it can be tailored specifically to meet the needs of the customer through a wide range of industries. As other automated text analysis platforms are essentially black boxes that cannot be modified, then the given text processing and intent analysis platform is modifiable. It can be tweaked so that the text analysis algorithms and networks understand the customer intent and serve them relevant information based on the context provided by the specific industry. Additionally the platform can be connected to other databases (e.g. Customer Relationship Management - CRM) to serve up relevant information for the company. This flexibility gives the platform an edge in building tailor-made solutions capable of serving customer needs in the best possible manner.
Already on the market
Clasificado como: Sistemas de tratamiento de información
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