AI empowered Bot as your customer service representative

Watch the Solution Demo

Leverage our ConversationBot, winner of the Most Popular Component Award at Appian World 2017, as your customer service representative for routine customer queries, while allowing human workforce to deal with more complex service request.

Solution Overview

Consumers often come across simple questions about your products and services. It is imperative to get them answered in a timely way. Instead of dedicating tens or hundreds of customer service representatives to answer routine queries over and over, why not let Artificial Intelligence address the more commonly asked questions and requests via using ConversationBot. This allows your human workforce to focus on complex service requests that need intelligence, judgement, personalization, etc., while being able to substantially reduce customer wait times to get answers to their queries.

ConversationBot is an Appian bolt-on that can be easily embedded into your Application whenever you need an AI driven conversation capability by a bot. The solution abstracts the underlying complexity of applying AI to understand the question and replying to them based on the training provided to the ConverstationBot.

Key Highlights

Use embedded SAIL to add the Conversation Bot functionality to an external webpage
Use natural language to converse freely with the Conversation Bot right from any SAIL form
Warm transition between ConverstationBot and Human Customer service agent based on the Bot's ability to answer questions
Persist all chat conversations to a database for audit trail purposes as well as running metrics

Conversation Bot in Action

The below screenshots highlight how ConversationBot can be added to a mortgage application to help consumers as they try to figure out what mortgage type makes most sense for their situation. Likewise, ConversationBot can be easily added to any application or process where end users may need help making decisions and navigating through forms.

  • conversationbot-1-imbedded-sail-mortgage-app
  • conversationbot-2-access-conversatio-bot
  • conversationbot-3-start-2-access-conversationbot-convo
  • conversationbot-4-access-conversationbot-convo-2
  • conversationbot-5-csr-task
  • conversationbot-6-csr-continue-convo-live
  • conversationbot-7-end-user-convo-with-live-csr
  • conversationbot-8-csr-approval-task-with-convo-history

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