Virtual Customer Service Agents, AI driven

1. Introducing
Customer Service Agents

2. About Us - Data Driven Direct Response

3. Virtual
Sales Agents
Virtual
Customer Service Agents
Introducing - NitroBots

4. The AGENTS
purpose is to
transform natural
user language into
actionable data.
Natural
Language
Understanding
(NLU)
Conversation
designs
Encyclopaedic
Data
Multi – lingual
(14 languages)
Machine
learning –
“building
knowledge
base”
Conversation
support –
switching
topics/ recalling
last point
Integrations –
messaging
platforms
High
Performance –
99.99% uptime
About the brain - Ai

5. Time to respond and
conversation can
vary depending on
agent
Having a same
conversation and
experience across
all channels
Receiving 600~800 queries
a day (will increase with
the business growth)
Catch.com.au Observations
NPS Experience Volume

6. Solution:
Ai bot to utilise messaging
for advanced customer
experience.
Customer Service Agent
Drive
NPS
NPS
Automate 20% ~ 25%
*Value ~ $100,000 p.a.
Volume
Omni-channel
conversation
Experience
Chat handover
to human
Handover

7. Customer experience journey : Current

8. Customer experience journey : With Ai/Chatbot

9. Key Features
1. Solving customer
queries by navigating
user to right webpages.
2. Answering questions
that do not need
webpage assistance.
3. Plugin for chatbot
that can be deployed
on all webpages.
4. A web dashboard:
a. To track daily engagement.
b. History of web page links provided to customers via chat bot
(this can help catch group identify which section are the customer
finding more difficult to adapt do)

10. CUSTOMER SERVICE AGENT CUSTOMER AGENT
“ Click on this link
(www.catchgroup.com.a
u/password) or give me
your email id and i'll
process the request for
you.”
Reduce customer service
calls by 20%-25%
Helps optimise operations, saving a
lot of time.
Interpreting response from
consumer to selected
response
Responding based on scripted core
answers – compliance
Faster and better customer service
via AI Automation
Benefits

11. Use Case

12. Requirement
Gathering
Bot
development
Deployment
and Training
Maintenance
and Support
FAQ bot development
Deployment and continuous
training of the bot.
Collection of scripts and
Natural language DB
Support for issues and custom
feature development.
2 Weeks
1.5 Month
4 Months
Ongoing
Development and Deployment

13. Ai improves customer service
Campaign OBJECTIVE:
Increasing consumer engagement and
making them more inclined to use client’s
service and products.
The Solution:
Implementation of a bot that explains
what services does the company provides
while at the same time keeping a human
tone and dialog with consumers.
Outcome:
Conclusion:
● CSA helped increase product knowledge of
consumers.
● Some humans don't like taking calls but are happy
to reply to messaging
● Replies can be quiet personal helping the sales
process when passed to sales agents
Very personal
details were
gathered to help
the sales process
The replies from
consumer were far
more detailed than
anticipatedCSA
+20%
CASE STUDY

14. Custom Feature development (Future)
We provide the flexibility for our clients to ask for custom development.
Features that might be useful for Catch Group:
1. Integration with
user accounts to
maintain user chat
history.
2. Providing product
suggestions
through the bot.
3. live handover
Customer service
engagement by
booking an
appointment.

15. Customer,
Transactions &
Preferences
Web, Apps &
Partners
Product, Offer
& Content
5.3%
5.0%
32.3%
18.6%
1st Party Data
3rd Party Data
Library
Ai/ChatBot Personalisation
11.9%
13.2%
Omni-channel
communication
Relevance in real
time
Improve conversion
rate

16. Thank you!
Questions ???
iCumulus Pty Ltd
Level 9, 131 York Street,
Sydney NSW 2000
Ph: 02 8262 8070
M: 0413 154 784
www.icumulus.com.au