Nova.ChatBot for Genesys PureConnect

Nova.ChatBot – Omnichannel NLP chat bot for Genesys PureConnect

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 Genesys PureConnect.

Main advantages of using chat bots:

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Unstructured dialogue

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.

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Ambiguity definition

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.

Memory

Nova.ChatsConnector platform is also able to remember everything what Customer said on previous steps (most other systems support only one step or use leading questions tactics). For example, if a client first asks for the “SMS notifications” service and then, the System asks: “what exactly are you interested in about this service?”, And the client answers: “connect it” the word “it” is linguistically analyzed as an anaphora and the “SMS service”.

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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 Genesys PureConnect:

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Viber Public Account

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Viber by phone number

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WhatsApp by phone number

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Instagram

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Telegram

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Slack

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Online Chat

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Skype

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Facebook Messenger

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CiscoSpark

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WeChat

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KIK

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Twitter

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Visual GUI Editor for chat bot creation:

PureConnect integration features:

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Standard agent workplace of Genesys PureConnect without the need to install third-party plug-ins to support all functions – chat transfer, notes, recording, etc.

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Supports online chat and all popular messengers (WhatsApp, Telegram, Viber, Facebook, Skype, WeChat, etc.)

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Standard Genesys Genesys PureConnect

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On-Premise Installation (100% confidentiality of customer data) and Cloud as well

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Record and view all chats using the standard Genesys Interaction Supervisor workplace

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Supports both NLP chat bot and simple visual menus

Agent workspace:

Solution Architecture:

Main advantages:

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Full-featured chat bots with natural speech processing

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100% Genesys PureConnect compatible

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Visual multilevel menus

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Omnichannel solution

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All popular messengers and online chat

NOVA IT company is AppFoundry Genesys partner, that allows to all Genesys Customers use benefits of Nova.ChatsConnector