Ever felt the anxiety of dealing with countless legacy apps and tools to get simple tasks done, while you are on something important? The digital workspace of an employee today is extremely cluttered. People struggle with anywhere from 10 to 20 applications and chatbots in a day – keeping them distracted. They lose time to focus on deep, meaningful work.
These apps are hard to use for the employees and cumbersome to manage for the IT department. That is exactly the problem that this Friday’s feature addresses. The unrivaled sophistication of synchronization between apps and virtual assistants, otherwise known as the Yellow.ai chatbot orchestration engine.
It is the communication of chatbots with each other to get work done faster! An organization has various departments that function to accomplish an amalgamated goal. Similarly, several bots can internally communicate with each other for complete end-to-end workflows for the user.
Chatbot orchestration differs from RPA orchestration, which involves the syndication of metaphorical or software robots to automate GUI interactions. Chatbot orchestration lets users talk to only one main bot, that can internally refer to several child bots and uses a recommendation engine to suggest the most relevant responses.
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Why chatbot orchestration? Key challenges
Cluttered experience: Conglomerates have several vertical providing an array of services. The knowledge spread across these verticals isn’t necessarily shared. This is a challenge when the data needs to be extrapolated from other verticals and their departments. Employees must interface with several chatbot applications, thus increasing the problem they set out to solve in the first place. Data-driven sales, marketing, and nurturing leads is possible via effective management of resources.
Disintegrated information: Multiple product verticals require dedicated customer support and experience, specific sales tactics, and smooth transition from one vertical to another.
A de-centralized sales and support team can hamper the customer experience. The information isn’t always organized and might need several levels of processing before it is presentable to the end-user – often requiring human intervention. This increases the chances of human error or perhaps even human biases.
Inefficient governance: As an organization is undergoing a digital transformation, often it ends up investing in multiple conversational AI initiatives across teams. Over time, it gets cumbersome to manage, monitor, and enhance multiple solutions and vendors efficiently at scale. Consumers need uncomplicated and easy access to product information along with quick query resolution today. The employees need to handle each account carefully and manage consumer information for the sake of upselling, cross-selling, providing resolutions, and much more.
Employee productivity experience: Besides providing the best customer service, employees need to manage their records and resources within the organization. For example, the application of tax redemption and medical benefits. The submission, review, and assessment of documents can be plodding. Employees should be able to fast-pace these tasks.
Solution: Yellow.ai’s chatbot orchestration engine
Cognitive Cloud Chatbot Orchestrator – Trevor
One would believe that companies have moved past conventional methods to faster, structured processes, but the challenge persists as mentioned earlier. The adoption and deployment of Yellow.ai’s chatbot orchestration engine are only two weeks. It’s a unified interface to access enterprise information quickly.
Benefits of Yellow.ai chatbot orchestration engine
- Single interface for customers: The parent bot helps people with queries for all product verticals. User input is identified accurately to provide contextual information to users.
- Smart upselling and cross-selling: They analyze all interactions between the bots and that customer to understand the consumer on a deeper level. It uses the analysis for targeted product suggestions when the buying intent of consumers is high.
- Intelligent routing between bots and live agents: The parent bot polls child bots for relevant answers to the queries. When a match is found, it sends the response back to the customer with an appropriate context. If a match isn’t found, the end-user is routed to a live agent for help.
- Single interface for employees: Avoid ambiguity by aggregating information available across all channels helping in active decision-making process. Escalating chats through relevant departments and management plus scalability of processes and information become a lot easier and much faster. This opens up agent hours to accommodate critical tasks at hand.
- Intelligence via cross-referencing: Chatbots can rapidly pull out information via cross-referencing with other bots to provide in-depth detail for a query.
One of our live examples of Yellow.ai’s orchestration engine is the digital assistant Blu, developed in light of the autonomous functioning of each product vertical, a single point of contact, omnipresence, and enhanced customer experience. Blu is Bajaj Finserv’s Digital Assistant helping over 100M customers lend finances, manage assets, wealth, and insurance.
Customer-centric Bot orchestrator – Bajaj’s virtual assistant, Blu
Blu – parent Bot: This parent bot, Blu is instrumental in interacting with over ten virtual assistants, each responsible for a product vertical, to provide consumers with all the information they need about any product in one place. Without bot orchestration, a customer would be manually transferred to the required department for relevant information, which is time-consuming. Today, this means drop-offs or loss of potential customers.
Blus child bots – Each child bot operates a vertical effortlessly to generate reports, run analysis, and pass the information to the parent as and when needed.
Omnipresence: Customers connect with the brand on multiple channels including Website, Google Assistant, and Amazon Alexa.
Multilingual capabilities: Blu is trained to converse with customers in nine Indian languages. Virtual assistants can converse in multiple languages.
