Transcript:
Brian Munz:
Hey everybody, welcome again to the NLP livestream. I am Brian Munz, your host. I am a product manager at Expert.ai. And what we do here is every week we try to have someone on to talk about something related to NLP, and natural language, AI, things like that, something that hopefully you’ll find interesting and relevant to that field. A quick reminder and plug is this is the last day, it says the submission day for our hackathon. We’ve already had a good amount of submissions, but obviously just a reminder to get it in. But yeah, I’m excited today because we have someone who’s new to the live stream. Monica Battaglia from Eudata.
Monica Battaglia:
Hi. Hi, everyone. Hi.
Brian Munz:
And so she’s going to talk about something really interesting and without further ado, I’ll pass it over to her.
Monica Battaglia:
Okay, thank you. Thank you, Brian. So let me just introduce myself. I’m Monica Battaglia and I’m the channel and marketing manager here in Eudata. So I will share my screen just to give you some hints and also some information about the company and what we can do and also our partnership with Expert.ai. I don’t know if you can see my screen.
Brian Munz:
Yep, yeah I can see it.
Monica Battaglia:
Yes, okay. So let me start off, so who we are. So Eudata, it’s let’s say, a digital boutique that redesign how companies do care and sales and marketing with the real clients with the goal to increase revenues and also reducing the costs through our chatbot that I will explain you later, through the messaging and also the video platform. So who we are, a quicker introduction and an overview about who we are and also the set of solutions that we have. So we are more than 100 specialists focusing on the customer experience to help brands to sell more in order to provide the better caring services to customers. We have a set of solutions and today I will explain you more and the better through the Convy.AI, so our platform that enabled to design the artificial intelligence, power the service in order to improve the sales and the caring. We have a worldwide presence, which means that actually I work with at DM through the network of certified partners.
So we have partners mostly worldwide, so in Europe, Middle East, South America, India, and Africa. And our solution fits the needs of the big brands normally, but we have also the small business. So basically we work with mid two large enterprises, but we have also the small business. And here our offices, so we based in Italy, so Milan, Rome, Prato, and also Mantova and Gallarate so these are our offices here in Italy. So what Convy.AI does, so those are the main areas that we are working on. So the first one is the BOT, which I will explain the main features also with the Expert.ai and the conversational robot processing automation. So basically, which means the voice BOT and also conversational IVR and also we support the informative and disposal BOT based on the natural languages. Then we have the video support. So especially in those times we have, especially in remote selling and we support to remote technicians for example, or the onboarding of customers and integration with the digital identity.
And of course we integrate also with the existing contact center. Another area is the digital customer care, so the Voice Contact Center and which means the fast track to, in order to divert the voice customer care to digital and for the product marketing and selling processes area. And the last but not the least, I think it’s the most important, it’s the WhatsApp. So the WhatsAPP BOT in order to manage from the simple to very complex processes like invoices, onboarding and also contract activation and in the customer care and informative tasks area to do the product marketing and also the selling processes. So those are our main customers. As you can see, we have, let’s say all verticals. So the insurance, the banking and credit. So from, as I said, from the mid and large enterprises to the small business. But we have all verticals let’s say.
And here we are with our Convy.AI. So, what’s Convy.AI? It’s the messaging and video platform that thanks to the human/BOT hybrid approach enables the brands to be more efficiently communicate with the customers while the, during the customer care, sales and marketing. So those are the three main areas that increase the satisfaction through the messaging and video. And with the sales is using the Convy.AI you can generate the sales funnels more simply. And for the marketing you have the opportunity to generate and convert the qualified leads. So those are the main areas. Here it’s the, let’s say the structure about our Convy.AI and that helps the companies to provide the best customer experience, as I said. And these two numbers means the 75% is the automation, like the processes and the 25 the remaining for the people and also to automate of course the remote selling and also the customer care. In order to convert also the opportunities, the business opportunities and the leads.
Then here we are with obviously our platform is, I mean integrates the main digital touch points. So we have Twitter, we have the Google business messages and also Facebook Messenger. So we don’t have obviously only WhatsApp, but we have the main digital touch points let’s say, because the Convy.AI helps the customers, knows the history and also you can create and collect the most important thing. Collect the customer profile and also the history of your clients, so of your cloud customers. And also needs the, thanks to the artificial intelligence driven decision routing and also the conversational RPA.
So those are the main features. Let’s say that our platform integrates, so the no-code tools, so you don’t need no-code tools for the orchestrating processes. And there’s no needs to be a specific developer skill. So there’s no specific developer skills are required to create the advanced services. And users, the most important thing. And the user here you can design the processes with back end tools, updating the registry and executing tasks. So what’s the conversational RPA? So the robot processing automation is, as I have written in this slide, it’s more, much more than a BOT. So it’s the ability to take the conscious decisions thanks to a large set of, let’s say also to details that are part of the decision processes. And then in addition, the system is also able to do the implement and engaging external services. As also I said before and I mentioned some customers we have here, some use cases for example, they restart the modem or do a bank transfer, approve a claim or send an expense report and do a self-meter reading and so on.
So let’s say that this is able to do the implement it, so. And here I think it’s one of the most important thing because there’s no competition here thanks to Convy.AI, it is possible right now to monitor the service performances and the result, in order to set in a timely and effective manner. So the KPI for digital area are not the same used for voice and that’s why I mean you need a specific solution for the digital. Convy.AI allows also you to create a custom, so a personalized wallboard by choosing from the different widgets available. That also you can see also on our website. And here’s some numbers about the usage. So the Eudata Convy.AI usage, as you can see, we can manage more than 100 million yearly sessions and the autonomous session is up to the 75%. And here the most used channels also and the most active sectors that we are working with. But of course as I said, I mentioned also not only the mid and large enterprises, but also the other type and the kind of verticals.
So the key messages here Convey.AI as a one digital platform for the contact centers, shops, and your branches. Is the effectiveness, the simplicity and the reliability and the flexibility, which means that you can pay what you really use. And later we will talk about also our models and our solution is simple to use and we have an overview of our set of use cases that I mentioned before, that obviously it takes a few days to be implemented. So it’s simplicity and reliability and effectiveness that we offer, these kind of use cases in order to accelerate and also to be fast your digital transformation and digital care.
So why the partnership with Expert.ai? The Expert.ai through the user request and we can help to create the intents and entities. And with them, there’s obviously the higher precision and accuracy compared to the market. There’s no need for training from the scratch. And you can, they identifies users intents, extracts structures and information. They can understand the sentiment and also it provides the best possible support to Italian language in the market that it’s not so obvious. And of course can be trained through the semantic rules and machine learning.
And here some, let’s say some hints about how it works. The collaboration also with the Expert.ai. So through Convy.AI and expert you can have the best customer centric companies and also the best customer experience because you will have through, so starting to the contact centers that uses the platform in an intensive way can involve the branches when needed. You will have the 360 customer view, which means that the conversation, you will have the view of conversations and data from all company interactions. And which means that also that your shops, your branches and agencies, they can plan meetings with the customers or to be conducted directly.
So here some takeaway. So let’s say that the Convy.AI with this presentation, I would like to give you the overview about the Convy.AI with experts. So our chatbot is a BOT to able to manage the complex processes delivering the high level process automation. And we can support you so your data can assist our partners with the professional services and also the support services if needed. And the humans can be involved when needed. And also the Convy.AI is a pure SaaS to simplify the project delivery. So those are the main points, let’s say and the takeaway that I can give you. But of course, if you have any questions and also some business questions and technical questions, of course you can contact me directly. So this is pretty much what I want to give you. So some information about our company and our product and our solutions. So I don’t know, Brian, if there’s any questions there? Brian, I think you are on mute.
I’ve done a hundred of these and I still haven’t, still not mistake free. So no, I was wondering about the project processes and how those are built and how that interacts with the actual product itself.
Monica Battaglia:
Okay, so let’s say that with our partners, So basically we suggest to start with the large volume, let’s say, in order to see the real time results. So we start with the big volume in order to be automated and to be the fast and to have the faster results. So our main goal is to, let’s say support the partners about that and also to starting from the big volume and the big processing to be automated to the smallest one in order to see the automation processes faster, so.
Brian Munz:
Right, okay. What is, for this type of a use case, I was wondering what the licensing model would be typically.
Monica Battaglia:
So typically we are very flexible about that. So we have two kind of options. Let’s say we have the option one for the conversation sessions. So through that, so the number of conversation sessions through the Convy.AI and also the pay as you go model. So that let’s say it’s the most common for the customer. So we have, from our customer they have the both the choices, so.
Brian Munz:
Right, makes sense.
Monica Battaglia:
They both like options, but of course, we are very flexible. So even for, as I said I’m working with the business partners and mostly the international business partners, so we train them and we support them, also from the customers as well. And the use cases and the business cases that they have, so.
Brian Munz:
Right.
Monica Battaglia:
Yeah.
Brian Munz:
Right, makes sense. Well definitely appreciate talking today and it was super interesting. So thanks for joining us and hopefully you’ll come back in the future.
Monica Battaglia:
Yeah. Sure, sure, thank you. Thank you so much, Brian, for your time and thanks for the opportunity and adaptation.
Brian Munz:
No problem. So yeah, so as usual, as I mentioned before, we try to do this every week. Next week we are going to be talking about NLP benchmarks. So make sure to join us then and until next week I will see you then. Thanks.
Monica Battaglia:
Thank you. Bye-bye.
Brian Munz:
Bye. Okay.
