Nova.ChatBot for Cisco UCCE
Nova.ChatBot – Omnichannel NLP chat bot for Cisco UCCE
NOVA IT company proposes omnichannel Natural Language Processing chat bot for all popular messengers and online chat (WhatsApp, Facebook, Telegram, WeChat, Instagram, Twitter, Skype, Viber and others) for contact center based on Cisco Unified Contact Center Enterprise (Cisco UCCE).
Main advantages of using chat bots:
Customer can interrupt Nova.ChatsConnector platform at any time and change the theme of his previous appeal. Compared to a structured dialog that uses keyword recognition only, a truly unstructured dialog works like a neural network.
Natural Language Processing
Unlike other existing methods (grammatical, statistical and semantic models) that use only simple dictionary information (word-spotting), the recognition module includes multi-level linguistic analysis. It’s very easy to detect and process complex linguistic phenomena, such as litotes, avatars, metaphor, ellipsis, multi-union, inversions, anaphora, parallelism, etc. that occur in a conversation between peoples and cannot be processed by other solutions.
The system can ask clarifying questions not only in cases when the subscriber does not interact with the platform, but even in cases when it is expressed ambiguously, in which case it is natural even for a person to ask a clarifying question.
Speed of change
GUI, Visual editor and administration tools allows to make changes within minutes instead of hours.
Accuracy of recognition
Task Completion Rate is over 90% in such business profiles as banking and telecommunications, and the ability to categorize the number of unique recognized topics exceeds 2000, while other solutions achieve less than 80% recognition accuracy with categorization of a maximum of 50 to 90 categories.
Importance of details
Based on the experience with natural speech and specific applications for the telco and banks, it is very important to understand the subtleties of the statement for the successful delivery of services. It is very important to determine the difference between the phrases “how to activate the service” and “where can I activate the service” – to provide a different announcement accordingly. The phrase “how” – the corresponding answer may be information about the activation method, and already “where” means that it can be done in the department. Such detailing really allows you to understand all the subtleties of customer requests and increase in self-service automation.
Supported connector messengers to Cisco UCCE:
Viber Public Account
Viber by phone number
WhatsApp by phone number
Visual GUI Editor for chat bot creation:
Cisco UCCE integration features:
Standard agent workplace of Cisco UCCE without the need to install third-party plug-ins to support all functions – chat transfer, notes, recording, etc.
Supports online chat and all popular messengers (WhatsApp, Telegram, Viber, Facebook, Skype, WeChat, etc.)
Standard Cisco UCCE reporting
On-Premise Installation (100% confidentiality of customer data) and Cloud as well
Record and view all chats using the standard Cisco Interaction Supervisor workplace
Supports both NLP chat bot and simple visual menus
Full-featured chat bots with natural speech processing
100% Cisco UCCE compatible
Visual multilevel menus
All popular messengers and online chat