Conversational AI - Chatbots and Voice Agents

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Design & Development

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Training & Optimization

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Framework & Best Practices

 

Creating conversational chatbots is a great way to extend the capabilities of your customer service department.  Conversational bots offer an opportunity to simplify the consumer’s experience by empowering their self-service capabilities.  Great chatbots are developed with a structured network of API connected applications enabling a company to communicate consistently & dynamically over diverse digital properties.  Chatbots can be deployed over voice-enabled technology devices expanding your reach.   Most believe investing in the development of customized conversational models will produce dividends over the long term.   Simply text to begin the discussion: 520.955.3067

Services Offered

  1. Design
  2. Development
  3. Training
  4. Reporting
  5. Framework Documentation

Conversational AI Designer

Conversational AI

We design, build and implement customized solutions for nearly any industry.   Experienced in various platforms including but not limited to Google Dialogflow, IBM Watson, Amazon Alexa, and Manychat platforms.  The goal is to design solutions regardless of industry and platform.  Here are just some example use cases:

  • Mortgage Credit Risk Assessment (SEE USE CASE)
  • Voice Agents (SEE USE CASE)
  • Prescreen Interview Voice Agents (SEE USE CASE)
  • Robots
  • Digital Customer Service
  • Virtual Bot Assitant
  • Voice Command Computing
  • Business processes
  • Smart Home
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Design Process

 

UX-Design-Process

Omnichannel Distribution

Voice technology can be deployed through multiple channels.  You could use popular consumer devices like Amazon's Alexa or Google's Assistant. You could deploy it using voice agents through phone calls using a SIP Trunk through a service like Twilio.  Regardless of deployment, voice design is much different from chatbot design.  Test your designs using preproduction before deploying.

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Conversational Chatbots Provide:

  • 24/7 availability
  • Create a consistent greeting & triage method of serving customer needs
  • Both ‘structured’ and ‘unstructured’ formats enable a dynamic conversation
  • Deployment of single message over multiple platforms
  • Serve customers documents, links, and images
  • Empower customers with order details through secure platform APIs
  • Provide a secure purchase option through chatbot conversations
  • Tone Analyzer & Live agent merge when unhappy customer conversations escalate

Conversational Design

  • Question collection and understanding utterances
  • Ground truth
  • Basic of dialog
  • Conversational flow
  • Designing responses

Primary Elements of Designing

Conversational AI and Corporate Strategy

  • Define needs
  • Developing use case ideas
  • Defining the purpose
  • Target users
  • Viewpoint
  • Tone & personality
  • Stakeholders
  • Build your chatbot
  • Work with DB to create performance metrics
  • Visual data flow charts
  • Interviewing subject matter experts
  • Bot training and labeling
  • Automated and Manual regression testing
  • Agile Scrum Team
  • Agile Scrum best practices

Visual Reporting and Mapping

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Natural Language Processing

Achieve continuous improvement by focusing on your bot's effectiveness and coverage.  Effectiveness relates to how effective your bot's reply was in helping the user find the answer.  Also creating effective intents and its training phrases will help you avoid bot confusion and higher accuracy levels.  The more your bot has to transfer, the less effective your bot is performing.  Coverage is how often your bot answers (with confidence) user questions.  Start with what you know and then expand your intent list to accommodate user demand.

Annotation - Tune Comprehension
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Confusion Matrix - Classification models
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Training Phrase - Labeling
Labeling Example

Interested in Voice-Enabled Solutions Architecture?

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