Artificial intelligence-driven customer support facilities have become increasingly regular, especially as the Covid-19 pandemic pushed contact centres to work remotely. Now, AI-driven conversation automation platform, Rezo.ai, has claimed to have successfully automated a contact centre for a diagnostic facility that handles queries from over 10 million users per year.
Rezo.ai said that its conversation and automation platform could use client specified categorisation of services, along with standard operating procedures to define the right interactions for responding to a patient query at the diagnostic centre.
The platform could enable the diagnostics chain to automate responses to queries regarding reports, sample collections, scheduling appointments and making payments.
“To train models from unstructured voice and text data, we use unique algorithms designed with next-generation technologies – AI, NLP (natural language processing) and NLU (natural language understanding). These models are built to scale without a ramp-up phase, give a quick and consistent response to client inquiries, and save operational costs,” said Rashi Gupta, co-founder of Rezo.ai.
Gupta’s assessment is in line with the industry of chatbots and conversational automation.
In a conversation on November 10, 2021 with TechCircle, Gaurav Singh, chief executive of automation platform Verloop.io, said, “With Nykaa, we handle almost 68 percent of all customer conversations without any human interference. A majority of customer requests such as adding or replacing items, altering delivery addresses and changing payment methods are fully automated today.”
Other providers, such as Yellow.ai and Gupshup, also had similar takeaways. Conversational automation platforms have increased their push for execution of user queries, which Rezo.ai also claimed in its latest project with the said diagnostics chain.