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In an increasingly competitive business environment, the future belongs to organizations that uphold customer service as the most important and distinguishing factor. According to a study by Gartner, it is estimated that about 89% of organizations now expect to solely compete on customer experience.
As businesses become increasingly connected, more and more customers expect businesses to provide a 24x7 service. Such pressing customer service expectations can be an expensive affair for most businesses. The answer then well and truly lies in customer service automation and by having a system that can manage customer interaction without any human agent. To address this, Mobiliya has built its own chat bot called M-BOT.
Mobiliya’s M-BOT is a seamless chat bot that automates customer service with capabilities like multi-channel support and continuous auto-learning ability. It leverages a combination of Natural Language Processing (NLP), Machine Learning and Deep Learning algorithms.
Popular Messaging channels
Query Sent to Bot
Query Sent to Bot
Customer Care Executive
Supports integration with Facebook, Alexa, Cortana, Skype, SMS & other Proprietary platforms
Deﬁne information & dialogue ﬂows, feed domain specific intelligence to train the BOT as per requirements
The M-BOT Intelligent Core can be conﬁgured with enterprise backend and workﬂows with the help of in-built & custom plug-ins
Gain in-depth actionable insights & business intelligence by deﬁning business metrics in the analytics layer
Leverages NLP along with Machine / Deep Learning for continuous auto-Learning
Designed to work on a range of platforms including Android,learning iOS, Windows & PCs
Manage customer interactions using a combination of BOT & fall back to human support in exceptional scenarios
Deployable on public/private cloud platforms and On-premise server
Learns from the continuous data stream & also self-train on new support queries & scenarios
High up-time, not constrained to time zones & can be functional even on holidays
Customers get their issues resolved faster thereby signiﬁcantly reducing customer churning
Uses big data, log history and browsing habits to deliver highly personalised service throughout the customer journey
Tier-1 support team can be utilized for more complex tasks,thereby enhancing utilization of available resource pool
Automation of customer service speeds up resolution & improve service satisfaction ratings