At OWI, we are convinced that artificial intelligence (AI) has the power to revolutionize customer experience. That’s why we develop innovative AI solutions that enable businesses to automate tasks, enhance customer satisfaction, and optimize their processes.
At the heart of our solutions lies a sophisticated AI engine designed to deliver seamless, personalized conversational experiences for your customers. We recognize that AI is not a static entity. It requires continuous learning and adaptation to address and resolve user pain points. This is why we have developed a robust continuous improvement cycle. Thus, ensures our chatbots are constantly evolving and refining their capabilities.
Our Continuous Improvement Cycle: A Self-Learning Approach
Our continuous improvement cycle is a data-driven approach that harnesses user feedback to fuel chatbot optimization. This cycle encompasses three key stages:
Step 1: Capturing User Behavior
Every interaction is a learning opportunity. Our system captures the actions and messages of users to generate training datasets.
When we talk about user reporting at OWI, it includes any end user of our solutions, whether it’s customers using our conversational bots or internal teams.
Step 2: Interpreting User Behavior
Once we have captured user behaviors, our AI engine springs into action to interpret them. This involves analyzing the data to identify patterns, trends, and areas for improvement.
We distinguish two types of user reports:
Explicit User Report:
These are direct and intentional comments provided by users, such as thumbs up or down, written comments, or ratings.
- Thumbs Up/Down: A thumbs up indicates that the user is satisfied with the chatbot’s response, while a thumbs down indicates dissatisfaction. Our AI engine can analyze the frequency and context of thumbs up/down to identify areas where the chatbot excels or needs improvement.
- Written Comments: User comments provide valuable insights into their experience. Our AI engine uses sentiment analysis and natural language processing to extract key themes, identify common pain points, and assess overall user satisfaction.
- Ratings: Ratings, like 1 to 5 stars, offer a simple and quick way for users to evaluate the chatbot’s performance. Our AI engine can analyze rating trends to identify areas where the bot consistently meets or exceeds expectations.
Implicit User Report
This refers to indirect, unintentional, and unconsciously provided data based on user behaviors, actions, or habits. An example might be an advisor deciding to delete a draft response proposed by OWI in Outlook, which implicitly indicates that the engine did not provide the expected response.
Channel-Specific Interpretation
- Chatbot: If a user uses excessive punctuation like “!!!” or writes in “CAPITALS,” the bot recognizes annoyance.
- Callbot: If the caller raises their voice, the system detects tone variations that indicate urgency or discontent.
- Mailbot: If an advisor reassigns a customer’s email to another service, this is identified as a routing error.
Step 3 : Quality Control
Real-time indicators allow you to monitor all interactions and especially:
- The success rate of exchanges,
- The main irritants,
- User reactions to the responses they receive,
- Improvements to be made on processes and content
This dashboard allows you to transform millions of daily interactions into hundreds of calculated metrics, graphs, and charts for useful insights. Thus, you can not only maintain high standards but also continuously innovate by identifying new opportunities.
Benefits of Our Continuous Improvement Cycle
By implementing our continuous improvement cycle, we empower our chatbots to become self-learning entities that continuously adapt and improve based on real-time user interactions. This approach offers several compelling benefits:
- Self-Learning Chatbots: Our chatbots are constantly evolving, learning from every interaction to refine their responses and provide more personalized, helpful experiences.
- Enhanced Customer Satisfaction: By addressing user feedback and optimizing chatbot interactions, we significantly enhance customer satisfaction, fostering positive brand perception and loyalty.
- Increased Efficiency: Our chatbots automate repetitive tasks, reducing the burden on human agents and streamlining customer service processes, leading to increased efficiency and cost savings.
- Reduced Costs: By automating tasks and improving customer satisfaction, we help businesses reduce operational costs and improve their overall ROI.
OWI: Your Partner for Intelligent Chatbots
At OWI, we are passionate about developing AI solutions that empower businesses to achieve their customer service goals. Our continuous improvement cycle is a testament to our commitment to providing our clients with intelligent chatbots that continuously learn, adapt, and deliver exceptional customer experiences.
